A Culture of Customer Service

Companies that build a culture where employees feel trusted and empowered to make decisions reap the benefits when team members take ownership of issues and work to resolve them in a positive manner.  And when companies reward that behavior, they create a positive cycle that results in a better customer experience.

In its “Insurance 2020 and Beyond: Creating a Winning Culture” report, PwC discusses how insurers are now often trying to remodel their company culture to create a better end result for their customers, but many fail to translate their intentions into real change. Values, culture and behavior are often seen as “soft,” PwC notes, but these are actually the elements drive business forward.

The report lists several keys to achieving a high-performing culture, including:

1. Make sure your purpose, vision and values are clear, tangible and actionable.
2. Align leaders around this vision and support them to lead the change.
3. Engage the whole organization and embed change through moments that matter.
4. Baseline behavior and measure progress.
5. Use change levers to reinforce behavioral change.

The rewards for companies that offer best-in-class customer experiences is faster growth and profitability.  To reach this level, insurers must continue to improve customer experience.

Providing a strong customer experience is not just about reducing the risk of customer service mishaps. It is increasingly a way for companies in competitive markets to distinguish their brands.

Our Assurex Global Partners take pride in providing best-in-class customer service.

The Assurex Global Partnership spans six continents and currently includes 106 firms. Learn more about our Partner firms with our Find a Broker map tool.

Julie Loney
SVP, Education
Assurex Global