CLICK TO WATCH : ‘ ZURICH DATA COMMITMENT ’ 17
“ You need to define a must-win area , where you want to be better than the competition and then delight your customers so that they come back and buy more . Technology is an enabler to get to this position . The customer need , however , is the starting point for defining a superior position in the market .”
Schulze explains that the Net Promoter Score ( NPS ) program is one source that has provided that valuable feedback from customers which has pushed Zurich ’ s transformation . “ It ’ s extremely important to
demonstrate how customers ’ feedback and actions derived from that have an impact on business results . For example , there is a correlation between higher NPS scores and retention rates ,” she says , of an approach which has shown the executive team the potential of focussing more on customer satisfaction .
Schulze highlights the challenge for global businesses like Zurich to identify common pain points and find ways of working together with joint solutions to define efficiencies and become more effective at deploying technology across the business . “ My starting point
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