Europ Assistance - Activity Report 2015-2016 - page 36

Pierre Brigadeau,
Group Chief Sales & Marketing Officer,
Global Head of Business Lines
BUILDINGA TRULY
CUSTOMER-CENTRIC
CULTURE
>
With NPS
, detractors* are
systematically contacted to
better understand the reasons
for their dissatisfaction and to
take action to correct the root
causes of dissatisfaction and
improve customer experience.
* people who are unlikely to recommend
the experienced services
KEY INFORMATION
e are fortunate: we work in a human-centric
service business. Our mission is to protect, assist
and provide our clients with peace of mind.
All over the world, our customers express the same universal
needs. They want us to be fast, human, caring and efficient.
SATISFYING CUSTOMERS TO BUILD A LONG-LASTING
RELATIONSHIP WITH THEM AND EXPAND OUR BUSINESS
Customers want us to be available whenever and wherever it
is convenient for them. We quickly respond to our customers
by providing a unique, delightful experience. This makes us stand
out, and make them recommend our brand to their friends, family
and peers. Europ Assistance has worked hard to attract customers.
Satisfying them is the best thing we can do to make them stay
with us, and expand our business.
LISTENING AND RESPONDING TO CUSTOMERS’S DEMAND:
THIS FORMS PART OF THE EUROP ASSISTANCE DNA
We launched the Net Promoter System (NPS) program in early
2016 and we can already see the business benefits now. NPS is about
transforming the way we work; it helps us listen to customers
so that their voices can be heard at the heart of our company, where
it drives change and shows us what we need to adjust or adapt.
Our priority now is to make use of NPS within Europ Assistance
as a tool to give our managers and employees the information and
insight into their customers’ desires that they lacked in the past.
NPS and Europ Assistance are a natural fit: listening and responding
to customers demand already forms part of Europ Assistance’s DNA.
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CUSTOMER SATISFACTION
FOR PEOPLE
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