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
Customer research program to develop deep insights into small business owner challenges and needs
Nine months training and development program for front-line staff to apply customer insights in daily interactions
Management team coaching to define their challenging vision and build 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