Transforming customer connections
Industry
Corporate
What We Did
Brand Film
Awards
Challenge
How can an insurance company foster genuine human connections in a scripted service environment? Zurich faced a significant challenge: while employees adhered to procedures, their interactions often lacked the warmth and empathy necessary for meaningful customer engagement. The goal was to empower staff to recognise the human element behind every claim and call, promoting a culture of listening, compassion, and ownership. This shift was essential to enhance customer experiences and build lasting relationships.
Solution
To address this challenge, Mediazoo developed a comprehensive empathy training program that placed customers at the heart of the service experience. We created a suite of impactful films showcasing real customer stories, illustrating the stark contrast between good and bad service. These narratives allowed employees to step into the customers' shoes, fostering a deeper understanding of their needs. A launch film narrated the essence of empathy, featuring dramatised interactions that highlighted the human impact of Zurich's services, encouraging staff to see beyond policies and numbers.
Impact
The results of the Zurich Empathy Program were remarkable. With 26% of staff completing the training, a total of 46,000 hours of empathy training was delivered. The Net Promoter Score (NPS) soared to an impressive 89%, reflecting a significant improvement in customer satisfaction. Feedback from employees was overwhelmingly positive, with many expressing newfound insights into customer perspectives. The program also garnered recognition, winning five Brandon Hall Group Gold Awards and a CX Silver Award, while a report titled 'Addressing the Empathy Gap' was featured on BBC News, further amplifying its impact.
- Brand Film
- Corporate
