Enriching service with a holistic view · The end game is to delight our customers by thinking...
Transcript of Enriching service with a holistic view · The end game is to delight our customers by thinking...
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Enrichingservicewithaholisticview:
HowMassMutualleveragedculturetorefocusonitscustomersPresentedby:
UnaMorabitoSeniorVicePresidentMassMutual
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35,000employerswhoofferourretirementplansorprotectionproducts.
Weareamutuallyownedfinancialservicecompanyofferingarangeoffinancialstrategiesandsolutions.
Tohelppeoplesecuretheirfutureandprotecttheonestheylove.
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MassMutual
AtMassMutual,ourfirstpriorityisensuringthesatisfactionandloyaltyofourcustomers.Butthatmissiontakesmanyformsandapproachesaswehaveseveral
differenttypesofcustomers.
MassMutualworkswithFinancialProfessionalstodistributeourinsuranceandretirementproducts.Weprovideservicesbusinesstobusinesstoindividualplanparticipantorpolicyholder.
Howwedobusiness…
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TheValueChain
MassMutual FinancialAdvisor Employer Participant
CustomerFeedback
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Asthebarcontinuestoriseforcustomerservice,it’snotenoughtosolveproblems.Weneedtoanticipateourcustomers’needsanddelightthem.
It’sa‘MeMarket’
• Appealingtocustomersindividually
• Harnessingsocialmedia
• Goingbeyondbasicdemographics
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Bytransformingourculture,wehavetransformedourcustomerexperience.
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We’vemadeasignificantinvestmenttotakeourCXprogramtoahigherplane.Weareatthecenteroftheexperience,connecting:
TheCXinvestment
• 35,000plansponsors
• 3millionparticipants
• Morethan5,100AdvisorsandThirdPartyAdvisors
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“Throughopenandhonestfeedbackfromourplansponsors,wegetinsightsintowhatourclientslikeandwhatweneedtoimprove.”
- LeanneSmith,ManageratMassMutual
Feedbackishelpingensurethatweconsiderthevoiceofthecustomerineverydecisionwemakeandallowsustotakeimmediateaction.
Voiceofthecustomer
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• HelptheAdvisorsweworkwithimprovecustomerservice
• 360-degreeview
Solutionorientedcustomerexperience
PlanSponsors
FinancialAdvisors
Participants&PolicyHolders
.
.
.Reactive Proactive
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“Peopledon’twantquarter-inchdrills—theywantquarter-inchholes.”TedLevitt,HarvardBusinessSchool
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Connecting.Tracking.Improving.Transparencyiskey.Feedbackistellinguswhatwedowellandenablingustosolveproblemsinrealtime.
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Theendgameistodelightourcustomersbythinkingabouttheirneedsbeforetheydo.
Delightingbyanticipating
PositiveExperiences=
Loyalty=
Opportunity
“It’snotthecustomer’sjobtoknowwhattheywant.”
- SteveJobs
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©2017MassachusettsMutualLifeInsuranceCompany,Springfield,MA.Allrightsreserved.www.massmutual.com.MassMutualFinancialGroupisamarketingnameforMassachusettsMutualLifeInsuranceCompany(MassMutual)anditsaffiliatedcompaniesandsalesrepresentatives.RS-42141-00