Pru Life
The global pandemic has so thoroughly reshaped the way we do business. For multinational insurance company Pru Life, this meant redefining how they engaged with their customers.
More than customer satisfaction, however, they want to better understand how to build customer obsession, and then cascade it to each of their employees. Pru Life worked with OI to kick off this ambitious initiative from the top, with a leadership workshop defining how CO should be reflected in their day-to-day. This was followed by a series of action planning workshops, and a foundational training cascade throughout the organization.
Objective-Aligned / Insight-Aware
Cognizant of the need for the customer obsession mindset to be imbibed across all levels of the organization, Pru Life sought to build it into culture, ensuring that each department and employee are contributors to delivering services that add value to our customers—whether they're customer-facing, or back-end support. Building on this insight, customer obsession was conceived to go beyond customers; rather, it should begin and grow within internal customers: the very people that make Pru Life what it is.
Outcome-Oriented / Informed by Evidence
Building on principles of creating an organizational culture that aligned with insights on customer obsession, OI designed workshops and foundational training cascades for Pru Life personnel from top to bottom. It was important for these values to be a collective behavior, a habit ingrained in their day-to-day. By starting with defining what it means to Pru Life's specific context before cascading it to leadership, and then the rest of the company, these initiatives ensured a holistic and grounded approach to creating a culture that understood why—and how—they do what they do.
On-Point / Impact-Driven
With continuous application and practice, the organization has imbibed the value in their daily work. The trainings helped, not just in terms of leadership and operations, but also at the level of personal action. The success of this initiative is but another testament to the enduring partnership between OI and Pru Life. From the initial engagement, OI has been a consistent partner, covering many programs and catering to different departments within the organization.
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