The financial markets globally have changed forever. In the last year, we have witnessed the decline of confidence on Wall Street, governments taking over institutions, bank failures and insurance company bailouts. It is imperative to get back to basics and demonstrate customer value and re-build trust.
Even before the global financial crises, Zurich Financial Services had already started to transform itself and drive customer-centricity as the core of a successful business model.
We invite you attend our complimentary Inward Webinar with Zurich Financial Services and Femi Macaulay, Group Head of Marketing Operations who will share his thoughts on "Transforming Zurich into a Customer-Centric Organization" and share how a company-wide effort is creating genuine differentiation in the insurance industry.
In his talk Femi will discuss the following topics:
- How they embarked on an ambitious research project to understand what drives customer behavior with the goal of understanding how they could shift consumers from merely accepting their insurance firm, to proactively recommending Zurich.
- How they arrived at a compelling brand concept building on Zurich's existing differentiated values.
- How they launched the most extensive global campaign in Zurich's history in the midst of one of the worst financial meltdowns of all time.
- How "Zurich HelpPoint" has become a transformative global communications platform aimed at treating each customer as an individual, not just a policy number, and making it clear that "help is on the way" by delivering when it really matters most.
- How Zurich motivated, inspired and enrolled their employees to get behind the program and embrace customer centricity.
- Share tangible examples of how Zurich employees deliver HelpPoint when customers need support the most.
About the Speaker:
Femi is an international business and marketing professional with 25 years experience at senior levels in insurance and financial services. He is currently Group Head of Marketing Operations at Zurich Financial Services, a position he has held since 2007. He has two key responsibilities:
- Developing and executing a strategy to drive customer-centric transformation within Zurich.
- Designing and implementing a Target Operating Model to create a globally aligned marketing organization that helps to deliver the desired customer experience and drive profitable growth.
Previously, Femi was Director of Brand Management at HSBC North America Holdings Inc for 4 years. He worked extensively on leading the implementation of marketing programs to raise awareness of the HSBC brand in North America and drive growth. Femi played a key role in implementing "Your Point of View" and "The world's local bank" HSBC brand campaigns in the US, led the strategic airport brand advertising program and the re-branding of Household International, a major strategic acquisition by HSBC.
Please join us for the free exclusive webinar, where you are assured of learning new and exciting tactical ideas and have a question and answer period with an industry innovator.
Moderated By Allan Steinmetz
CEO, Inward Strategic Consulting
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