Piers Watson is the Head of Customer Experience at UK insurance firm NFU Mutual. NFU pride themselves on customer satisfaction and retention, and in this episode, we discuss Piers’ own pyramidic formula for achieving that level of CX excellence.
Piers’ philosophy for customer experience is that companies should ‘do things right’ before they ‘do the right things’. This ideology proposes that the fundamental, operational aspects of any business are more essential to providing good customer experiences, rather than focusing on wider socio-economic elements.
That being said, current times of economic hardship necessitate a higher level of sensitivity and customer understanding, especially from companies in the financial sector. In response, NFU Mutual utilise the CX Pyramid created by Piers to enhance the trust and loyalty of their customers in this tumultuous period. Want to discover the pyramid for yourself? Check out the episode now!
This article summarises podcast episode 80 “Trust and Loyalty in a Cost-of-Living Crisis” recorded by CX Insider. For more information, listen to the episode, or contact Piers on his LinkedIn profile.
Written by Marcell Debreceni