Innovative Small Business Insurance Services
Our client is a direct insurer looking to innovatively improve the commercial performance in the small business market based on in-depth customer insights.
During the initial experimental phase, leveraging customer insights to develop the knowledge and skills of front-line staff members was mandatory.
How we made change happen
Program management to implement customer insights in service processes
Nine months training and development program for front-line staff
Coaching the management team to define their challenging vision and improve change leadership capabilities
Meaningful results
20% increase in conversion rate from proposal to closed deal
Customers expressed an improved personal and meaningful connection with our client
Proven relevance of in-depth, qualitative customer insights for service innovation