CTM BOOKLET A5 FINAL
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part of the<br />
How we will win...<br />
part of the
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INTRODUCTION<br />
part of the<br />
You can’t escape it – household finances are often<br />
overly complex and dull. So it’s even more important<br />
that we engage our customers with an entertaining<br />
and rewarding brand and a service that makes it<br />
easy for our customers to make the right decisions.<br />
In turn we will save our customers two of their most<br />
precious commodities; their time and money.<br />
We have been incredibly successful over the last ten<br />
years because we act differently:<br />
• Our values are our guiding light, they underpin<br />
our success and are integral to the way we<br />
operate.<br />
• Our strategy gives us the clarity and focus we<br />
need to ensure we continue to set the standards<br />
to which our competitors can only aspire too.<br />
Get this right and we will transform a category from<br />
one that is traditionally dull, transactional and used<br />
infrequently, to a valued service that is entertaining,<br />
helpful and rewards loyalty. Where our customers<br />
feel like members, using us right across the product<br />
range, knowing they can rely on us to ‘make getting<br />
it done simples’.<br />
I very much look forward to your help in what I have<br />
no doubt will be our next exciting phase of growth.<br />
Kind regards,<br />
Paul Galligan<br />
Managing Director<br />
• Our customers are at the heart of every decision<br />
we make, and with over five million customers<br />
using our site every month, we are focussed on<br />
making sure we can make a difference amongst<br />
every UK household.<br />
How we will win... 3
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OUR GROUP PURPOSE<br />
part of the<br />
We want to create something special in everything we do, from the big<br />
principles to the smallest details.<br />
For our people, that’s everything from opportunities to grow and develop,<br />
to the simple courtesies like holding the door open for a colleague.<br />
For our customers it’s about first class consumer propositions, from<br />
innovative products that shake up the markets we’re in, to exceptional<br />
service every time they contact us.<br />
And for our communities, its making a positive contribution through our<br />
CSR activities.<br />
How we will win... 5
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OUR VALUES<br />
part of the<br />
Ambitious Creative Authentic United<br />
We’re obsessive about<br />
delivering for our customers<br />
We’re relentless in driving<br />
exceptional standards<br />
We act boldly and take<br />
personal accountability<br />
We think differently and<br />
disrupt markets to benefit<br />
consumers<br />
We use technology to innovate<br />
We try new things, fail fast<br />
and apply our learnings<br />
We’re open, transparent<br />
and build trust<br />
We challenge positively<br />
We enjoy what we do and<br />
have fun doing it<br />
We’re one BGL<br />
We respect, encourage<br />
and care for each other<br />
We work, grow and win<br />
together<br />
How we will win... 7
8
OUR GROUP STRATEGY<br />
part of the<br />
Making a difference<br />
for our customers,<br />
colleagues<br />
& communities<br />
Ambi%ous <br />
Crea%ve <br />
Authen%c <br />
United <br />
We’re obsessive about<br />
delivering for our<br />
customers<br />
We’re relentless in driving<br />
exceptional standards<br />
We act boldly and take<br />
personal accountability<br />
We think differently and<br />
disrupt markets to benefit<br />
consumers<br />
We use technology to<br />
innovate<br />
We try new things, fail fast<br />
and apply our learnings<br />
We’re open, transparent<br />
and build trust<br />
We challenge positively<br />
We enjoy what we do<br />
and have fun doing it<br />
We’re one BGL<br />
We respect, encourage<br />
and care for each other<br />
We work, grow and<br />
win together<br />
World class digital distributor in markets with high growth potential<br />
Our 2020 goals<br />
• Great place to work<br />
• More than 10m happy customers<br />
• Giving more back to our<br />
communities<br />
• Doubling our size<br />
Our markets<br />
• Grow our own brands insurance business<br />
• Be the No.1 outsourced insurance provider<br />
• Transform and own UK comparison<br />
• Être le No. 1 et dominer price comparison en<br />
France<br />
• Make life insurance more accessible<br />
• New ventures that play to our strengths<br />
How we’ll win<br />
• Great teams with exceptional people<br />
• Market-leading brand, data and digital capability<br />
• Outstanding customer experience<br />
• Strong partner, supplier and regulatory<br />
relationships<br />
• Broader revenue streams<br />
• Effective cost control<br />
How we will win... 9
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COMPARETHEMARKET.COM VISION<br />
part of the<br />
To transform and<br />
own comparison<br />
When it comes to household finances, for too long people have been<br />
poorly serviced and taken for granted. Our goal is to develop a service so<br />
invaluable that customers won’t want to use anyone else, elevating us to<br />
be the clear market leader across the product range.<br />
How we will win... 11
12
COMPARETHEMARKET.COM PURPOSE<br />
part of the<br />
We make getting it done simples!<br />
Progressing from an infrequent, transactional service to an entertaining and<br />
rewarding relationship that is helpful, personalised and drives loyalty.<br />
Most people avoid sorting<br />
their household bills. It’s<br />
never as straightforward<br />
as it should be and<br />
consumers would often<br />
sooner do anything<br />
else than review their<br />
personal finances.<br />
We know that we can save<br />
our customers money – and<br />
that we can help them<br />
make the right decision in a<br />
simple, easy way so that they<br />
can pocket the savings and<br />
move on... until next time.<br />
A personalised user<br />
experience makes the process<br />
quick, easy and rewarding.<br />
We want our customers to<br />
return and have their choice<br />
of the best products at the<br />
best prices, right across the<br />
product range.<br />
If our customers don’t save<br />
money, we don’t make money.<br />
It’s that simple. We want to<br />
make ‘getting it done simples’<br />
for our customers. Encourage<br />
them to make smarter financial<br />
decisions that will leave them<br />
with a smile on their face.<br />
How we will win... 13
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COMPARETHEMARKET.COM OUR AMBITION STRATEGY <br />
OUR OUR<br />
OUR<br />
AMBITION<br />
AMBITION<br />
<br />
<br />
Transform Transform and and and own own own comparison <br />
Moving away from a once a year purchase to customers who come back time<br />
WHY WHY WE WE EXIST EXIST <br />
and time again thanks to the entertaining WHY WE EXIST and rewarding service that is helpful,<br />
personalised and rewards loyalty.<br />
PROPOSITION<br />
We<br />
We<br />
We make<br />
make <br />
ge(ng<br />
ge(ng it<br />
it<br />
it done<br />
done simples!<br />
simples! <br />
<br />
<br />
HOW HOW WE WE WILL WILL WIN WIN <br />
HOW WE WILL WIN <br />
part of the<br />
OUR OUR GOALS GOALS <br />
OUR GOALS <br />
Customer love love One One team Commercial success <br />
Customer love One team Commercial success <br />
How we will win... 15
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BRAND PROPOSITION<br />
part of the<br />
We give our customers every reason to choose us over anyone else.<br />
Drive brand fame and<br />
affection<br />
Rewards<br />
Our service will meet<br />
consumers’ needs<br />
A brand with the best prices<br />
We deliver entertaining<br />
and exciting advertising<br />
that makes our customers<br />
want to engage with us.<br />
Thanking our customers<br />
for switching a product<br />
using our service will<br />
encourage consumers to<br />
take action.<br />
We are helpful and<br />
transparent with our service<br />
so that our customers can<br />
make the right household<br />
finance decisions.<br />
We work hard to get our<br />
customers the right product<br />
at the most competitive<br />
price.<br />
How we will win... 17
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CHANNEL DISTRIBUTION<br />
part of the<br />
Winning in all channels of<br />
distribution<br />
Having developed the best service in the market, we will excel in<br />
communicating this to our consumers. We will do this by being the<br />
most visible and accessible provider across the product range.<br />
Lead the way in<br />
making our services<br />
available on mobile<br />
Always appear first<br />
in online searches<br />
Remain front of mind<br />
when consumers are<br />
looking to purchase<br />
any of our products<br />
whether that’s on<br />
TV, through digital<br />
channels and<br />
partnerships<br />
How we will win... 19
20
VALUE AND REWARD LOYALTY<br />
part of the<br />
Our customers use us more frequently to save money right across<br />
the product range.<br />
Our rewards programme makes our customers feel like<br />
members. Our service remembers and is personalised for<br />
them, which makes it easier to get great value and service<br />
whatever their need. As a consequence they use us more<br />
frequently.<br />
How we will win... 21
22
CAPABILITY<br />
part of the<br />
We want talented and creative<br />
people. We help them be the best<br />
they can be by investing in them and<br />
their future. We strive to create the<br />
best environment to work in.<br />
We know our customers better than<br />
anyone else. Our insights team and<br />
capabilities, coupled with our first<br />
class user experience, allows us to<br />
offer a personalised service, making it<br />
easier for our customers to save time<br />
and money.<br />
Access to the latest technology<br />
ensures our teams can continue to<br />
develop our user experience. This<br />
means our service is simple, reliable<br />
and always available.<br />
How we will win... 23
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OUR GOALS<br />
part of the<br />
We will know when we have been successful when we reach 7 million customers<br />
who are saving time and money on two products or more and our customer<br />
bonding score will outshine the category by some margin.<br />
Customer love<br />
30% bonding<br />
One team<br />
82% Engagement<br />
Commercial success<br />
7m customers<br />
2 products each<br />
How we will win... 25
26
OUR STRATEGY<br />
part of the<br />
OUR OUR OUR AMBITION <br />
Transform and and and own own own comparison <br />
<br />
WE WHY WHY WE WE EXIST EXIST <br />
We We make ge(ng it it it done simples! <br />
<br />
HOW HOW HOW WE WE WE WILL WILL WILL WIN WIN <br />
<br />
PROPOSITION<br />
OUR OUR OUR GOALS GOALS GOALS <br />
Customer love One team Commercial success<br />
Customer 30% bonding love love love One One One team team 82% 7m Commercial customers<br />
success <br />
<br />
Engagement<br />
2 products each<br />
How we will win... 27