Zurich Inc. Customer Experience Management

Zurich Inc. Customer Experience Management


Zurich Inc. is an international financial company based in Zurich, Switzerland. Founded more than a century ago, the company deals in motor insurance, buildings and contents insurance, risk and business insurance programs, life insurance, and investment. Experience has made the company realize that customers are the most valuable asset that the company has. For this very reason, the company established a well-structured customer experience management called customer centrality. This has given the company a competitive advantage against rivals in a very competitive industry.

Customer experience management is meant to track and manage the interaction between the company and the customers at every point of the customer lifespan (Dasu, 2010). It is based on the premise that customers are similar but different and each should be treated as per their specifications. In this case, the company establishes customer loyalty and finally customer insistence on their products regardless of the change in the price of the product. In the end, customer experience management ensures that the demand elasticity become less sensitive to changes in the price and the company has the chance of increasing their profit margin (Leonard, 2002).

Customer Experience management at Zurich

At Zurich, customer centrality means that the customer is placed at the center of all the actions with the company. It was started by establishing a Zurich help point, where motor insurance claims were to be made later on it became the point at which customers could inquire and seek assistance from the company. This was after market research was conducted by the company and it was discovered that customers need help in understanding very many concepts in order for them to make decisions.

The research results

Zurich conducted a quantitative and qualitative analysis focused on over 70 different features of the company service. In order to be sure a sample of 7,000 people who included the company clients, non-clients and other insurance intermediaries from 8 different countries were interviewed. The quantitative data revealed that less than 15% of clients trusted any insurance company. The qualitative research revealed that clients wanted to be valued, understood and be treated as individuals and not one among many. More than half of the interviewees believed that insurance is more of a business than a relationship between a person and a company. With this information in hand, the company ventured to improve the service is offered to its clients.

In order for the help center to be what it is today, it had to undergo a developmental change for it to function effectively. The change was in three stages;

  • Re-launch- the help centered customer service had to be re-launched under the help center name. This was because the helpline was no longer to deal with motor insurance complains only but all form of inquiries.
  • Expansion of the helpline – this is in terms of the resources required. One of the resources was the necessary labor which included collaboration with insurance brokers and other partners. The center required to have people who know how to talk and rationalize with the customers about all insurance issues.
  • Developing new customer services- it was realized that clients have a lot of inquiries to make and there was a need to establish different people to deal with different inquiries. For instance, customers would inquire about claims, some had complaints and others would like to have an update. The help center was divided into various departments to various customer issues. This increased efficiency.

The program was also meant to increase innovation at the company as employees became part and parcel of it. They were allowed to give their ideas as to how best improve the customer service at the same time they had a chance to inquire about issues in the company that can aid them in delivering effectively to the clients on a face to face basis (Palmer, 2010).

Due to the establishment of a well structured and functioning customer experience management service, Zurich has been able to achieve the following positive results;

  • Customer loyalty – the service is customer tailored because it is able to deal with any inquiry or complain a client has. This is because the help center is manned throughout a working day.
  • Increased the value of the service offered by the company- due to the fact that the clients feel they are valued by the company, the service offered by the company has increased in value and this gives it a competitive advantage as compared to other companies in the same industry (Schmitt, 2010).
  • Market leadership – increase in the value of the services offered by Zurich has increased its market share control and has made it become a leader in its market.
  • Financial returns – customer loyalty increases revenue because changes in price will not lead to a decline in clients. An increase in revenue means that the company has more plow back and can expand in terms of physical and human infrastructure (Schmitt, 2010).
  • Increase commitment in employees- when employees are involved in innovation and their input is required, it forms part of a compensation package that increases their commitment to work. This improves the quality of service offered to the customers (Parke, 2012).



Zurich as a financial and insurance company, it offers a service that deals with a sensitive asset to people; money. In this case, there was a need to ensure that the clients are placed at the center of all the business strategies of the company. In order to place the clients at the centre research was conducted and it proved that customers always want assistance. The company readily offered assistance at every point of the interaction between the company and the customers.

In doing so, the company has gained both internally and externally. Internally by having motivated employees and experiencing an increase in revenue and profits. Externally by increasing its market share control and having client loyalty (Macaulay, 2011). At the same time, the service increased the customer’s level of utility.




Anonymous (n.d.).  Providing a customer-centric service: A Zurich Case Study.  The times 100 Business Case Studies, Retrieved from http://businesscasestudies.co.uk/zurich/providing-a-customer-centric-service/introduction.html#axzz2LZe3EHzI

Dasu, S., & Richard, B. C. (2010). Designing the soft side of customer service. MIT Sloan Management Review, 52(1), 33-39. Retrieved from (Trident University Library, Proquest Database)

Leonard, L. B., Lewis, P. C., & Stephan, H. H. (2002). Managing the total customer experience. MIT Sloan Management Review, 43(3), 85-89. Retrieved from (Trident University Library, Proquest Database)

Macaulay, S., & Cook, S. (2011). A customer-centric action plan. Training Journal, 14-16. Retrieved from (Trident University Library, Proquest Database)

Parke, J. (2012). Managing customer expectations. Applied Clinical Trials, 21(10), 40-42,44. Retrieved from (Trident University Library, Proquest Database)

Palmer, A. (2010). Customer experience management: A critical review of an emerging idea. The Journal of Services Marketing, 24(3), 196-208. (Trident University Library, Proquest Database)

Schmitt, H. B. (2010). Customer Experience Management: A Revolutionary Approach to Management, Retrieved from (Trident University Library, Proquest Database)


Get Professional Assignment Help Cheaply

Buy Custom Essay

Are you busy and do not have time to handle your assignment? Are you scared that your paper will not make the grade? Do you have responsibilities that may hinder you from turning in your assignment on time? Are you tired and can barely handle your assignment? Are your grades inconsistent?

Whichever your reason is, it is valid! You can get professional academic help from our service at affordable rates. We have a team of professional academic writers who can handle all your assignments.

Why Choose Our Academic Writing Service?

  • Plagiarism free papers
  • Timely delivery
  • Any deadline
  • Skilled, Experienced Native English Writers
  • Subject-relevant academic writer
  • Adherence to paper instructions
  • Ability to tackle bulk assignments
  • Reasonable prices
  • 24/7 Customer Support
  • Get superb grades consistently

Online Academic Help With Different Subjects


Students barely have time to read. We got you! Have your literature essay or book review written without having the hassle of reading the book. You can get your literature paper custom-written for you by our literature specialists.


Do you struggle with finance? No need to torture yourself if finance is not your cup of tea. You can order your finance paper from our academic writing service and get 100% original work from competent finance experts.

Computer science

Computer science is a tough subject. Fortunately, our computer science experts are up to the match. No need to stress and have sleepless nights. Our academic writers will tackle all your computer science assignments and deliver them on time. Let us handle all your python, java, ruby, JavaScript, php , C+ assignments!


While psychology may be an interesting subject, you may lack sufficient time to handle your assignments. Don’t despair; by using our academic writing service, you can be assured of perfect grades. Moreover, your grades will be consistent.


Engineering is quite a demanding subject. Students face a lot of pressure and barely have enough time to do what they love to do. Our academic writing service got you covered! Our engineering specialists follow the paper instructions and ensure timely delivery of the paper.


In the nursing course, you may have difficulties with literature reviews, annotated bibliographies, critical essays, and other assignments. Our nursing assignment writers will offer you professional nursing paper help at low prices.


Truth be told, sociology papers can be quite exhausting. Our academic writing service relieves you of fatigue, pressure, and stress. You can relax and have peace of mind as our academic writers handle your sociology assignment.


We take pride in having some of the best business writers in the industry. Our business writers have a lot of experience in the field. They are reliable, and you can be assured of a high-grade paper. They are able to handle business papers of any subject, length, deadline, and difficulty!


We boast of having some of the most experienced statistics experts in the industry. Our statistics experts have diverse skills, expertise, and knowledge to handle any kind of assignment. They have access to all kinds of software to get your assignment done.


Writing a law essay may prove to be an insurmountable obstacle, especially when you need to know the peculiarities of the legislative framework. Take advantage of our top-notch law specialists and get superb grades and 100% satisfaction.

What discipline/subjects do you deal in?

We have highlighted some of the most popular subjects we handle above. Those are just a tip of the iceberg. We deal in all academic disciplines since our writers are as diverse. They have been drawn from across all disciplines, and orders are assigned to those writers believed to be the best in the field. In a nutshell, there is no task we cannot handle; all you need to do is place your order with us. As long as your instructions are clear, just trust we shall deliver irrespective of the discipline.

Are your writers competent enough to handle my paper?

Our essay writers are graduates with bachelor's, masters, Ph.D., and doctorate degrees in various subjects. The minimum requirement to be an essay writer with our essay writing service is to have a college degree. All our academic writers have a minimum of two years of academic writing. We have a stringent recruitment process to ensure that we get only the most competent essay writers in the industry. We also ensure that the writers are handsomely compensated for their value. The majority of our writers are native English speakers. As such, the fluency of language and grammar is impeccable.

What if I don’t like the paper?

There is a very low likelihood that you won’t like the paper.

Reasons being:

  • When assigning your order, we match the paper’s discipline with the writer’s field/specialization. Since all our writers are graduates, we match the paper’s subject with the field the writer studied. For instance, if it’s a nursing paper, only a nursing graduate and writer will handle it. Furthermore, all our writers have academic writing experience and top-notch research skills.
  • We have a quality assurance that reviews the paper before it gets to you. As such, we ensure that you get a paper that meets the required standard and will most definitely make the grade.

In the event that you don’t like your paper:

  • The writer will revise the paper up to your pleasing. You have unlimited revisions. You simply need to highlight what specifically you don’t like about the paper, and the writer will make the amendments. The paper will be revised until you are satisfied. Revisions are free of charge
  • We will have a different writer write the paper from scratch.
  • Last resort, if the above does not work, we will refund your money.

Will the professor find out I didn’t write the paper myself?

Not at all. All papers are written from scratch. There is no way your tutor or instructor will realize that you did not write the paper yourself. In fact, we recommend using our assignment help services for consistent results.

What if the paper is plagiarized?

We check all papers for plagiarism before we submit them. We use powerful plagiarism checking software such as SafeAssign, LopesWrite, and Turnitin. We also upload the plagiarism report so that you can review it. We understand that plagiarism is academic suicide. We would not take the risk of submitting plagiarized work and jeopardize your academic journey. Furthermore, we do not sell or use prewritten papers, and each paper is written from scratch.

When will I get my paper?

You determine when you get the paper by setting the deadline when placing the order. All papers are delivered within the deadline. We are well aware that we operate in a time-sensitive industry. As such, we have laid out strategies to ensure that the client receives the paper on time and they never miss the deadline. We understand that papers that are submitted late have some points deducted. We do not want you to miss any points due to late submission. We work on beating deadlines by huge margins in order to ensure that you have ample time to review the paper before you submit it.

Will anyone find out that I used your services?

We have a privacy and confidentiality policy that guides our work. We NEVER share any customer information with third parties. Noone will ever know that you used our assignment help services. It’s only between you and us. We are bound by our policies to protect the customer’s identity and information. All your information, such as your names, phone number, email, order information, and so on, are protected. We have robust security systems that ensure that your data is protected. Hacking our systems is close to impossible, and it has never happened.

How our Assignment  Help Service Works

1.      Place an order

You fill all the paper instructions in the order form. Make sure you include all the helpful materials so that our academic writers can deliver the perfect paper. It will also help to eliminate unnecessary revisions.

2.      Pay for the order

Proceed to pay for the paper so that it can be assigned to one of our expert academic writers. The paper subject is matched with the writer’s area of specialization.

3.      Track the progress

You communicate with the writer and know about the progress of the paper. The client can ask the writer for drafts of the paper. The client can upload extra material and include additional instructions from the lecturer. Receive a paper.

4.      Download the paper

The paper is sent to your email and uploaded to your personal account. You also get a plagiarism report attached to your paper.

smile and order essaysmile and order essay PLACE THIS ORDER OR A SIMILAR ORDER WITH US TODAY AND GET A PERFECT SCORE!!!

order custom essay paper