Taking out insurance for success

September 2005
Management Services;Autumn2005, Vol. 49 Issue 3, p8
Academic Journal
Case Study
This article focuses on the efforts of Norwich Union Insurance (NU) to improve the services it provides to the customers of third-party insurers that sell NU products under their own brand. Aside from its partnership with third-party insurers, NU operates 15 customer contact centers in Great Britain and three in India. The company believes in the significance of the quality of service in retaining customers. The company hired Cape Consulting, whose first advice was that Norwich Union staff read the work of business thinker Frederick Reichheld, author of The Loyalty Effect and Loyalty Rules. Cape Consulting ran a program of customer research in which they measured the ability of NU to generate enthusiastic customers who would promote their products.


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