CA Next Bank: Boost staff customer focus

A national insurance group has defined its strategic ambition as being the leader in its sector in terms of customer satisfaction and loyalty.

Objectif :

The company would like support in developing the customer orientation of its employees and has already launched a number of behavioural training courses.
Developing the customer orientation of employees goes beyond the relational postures defined until now. This means transforming the Mindset to help teams think about customers automatically.
Extend the approach to all teams (FO, BO and SIEGE)
Make this change in mindset the trigger for daily practices geared towards customer satisfaction and loyalty
Help make this change in attitude the lever for sustainable collective energy, the breeding ground for a more vibrant customer culture

Work in depth on automatisms and values rather than on reflexive and forced practices: customer-oriented practices will flow naturally from the automatisms we have created.
‘Turn on the customer light’ for all managers and front and back office staff
Anchor customer orientation in the practices of managers and employees over the long term

5-week COS IN MIND course for 150 managers (with a Customer Fresco workshop at the start of the course) and around 3,000 employees
Training of 20 in-house ambassadors to monitor the project and the courses.
Individual customer orientation results for each participant at the start and end of the programme.
Individual commitments made by participants during the course
A toolbox for managers to help them foster Customer Culture in their teams on a day-to-day basis
A customer-focused manager’s handbook containing the best managerial practices in Customer Culture