Customer-focused culture workshop - large insurance firm
A large insurance provider needed to undertake a comprehensive review of all their sales and service policies, processes and procedures
The client, a large insurance provider, had received a record fine from the FCA for historical sales problems in the UK.
They needed to undertake a comprehensive review of all their sales and service policies, processes and procedures to develop an approach that would ‘put customers at the heart of the business’.
Significant changes had already been made: changes to the company’s key performance indicators (KPIs), a new set of customer promises and the introduction of independent customer-focused compliance committees.
The board wanted to understand how these procedural changes could be ‘made real’, and lived by everyone in the business irrespective of where they worked or what they did.
We were invited to an away day with the firm’s board that focused on creating a customer-focused culture.
In the board meeting we shared:
Examples of best practice from organisations we’d recently worked with
Our knowledge on how organisations have attempted to change their culture to benefit their customers
The commercial impact of culture change; how to put customers at the heart of the business and still return sustainable profits