In the contemporary world, Customer Experience is becoming the foundation for creating exceptional market value and a major source of strategic advantage. At PZU, we have been client-centred for many years. Our thinking about clients departs from the classic model of relations between clients and an insurer that is rooted solely in sales and aftersales service. We have gone a step further – we place the client in the center of attention and integrate all areas of our activity around the client.
These are not just nice words – our commitment is reflected in specific actions. We constantly track client needs and expectations, listening to their voices, we conduct numerous studies and, what is most important, we draw conclusions and introduce improvements. We are the only company in Poland that has developed CX competences of its employees so significantly, because we know that it is impossible to have good Customer Experience without perfect Employee Experience. Investment in good customer experience is a priority to us.
Our studies show that as many as 76% of Poles are satisfied with the services they use. It is a good result but it does not allow us to rest on our laurels. Caring for favorable relationships with the client is especially important in the times of crisis. These are the “moments of truth”. This is why companies should be cautious and make sure that they give their clients emotional support and understanding. Such activities pay off and a client well cared for may become a brand ambassador. I would like to encourage you to read the report and analyze in detail the findings of our surveys. I believe that you will find many inspiring tips and data, which you will find useful in designing even better experiences for us – customers.