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NOMINEES | PEOPLE LOVE WORKING AT BUPA<br />
Transformation<br />
Suzy Nixon<br />
Kirsty Ritchie<br />
Unearthing customer-led behaviours<br />
in Health Insurance<br />
In order to embrace a truly customer-led culture<br />
that consistently puts the customer at the heart of<br />
everything we do, the Transformation team unearthed<br />
behaviours to help the Health Insurance team achieve<br />
this. The goal of the team was to understand what<br />
behaviours are present in an interaction between two<br />
<strong>Bupa</strong> colleagues, or between a <strong>Bupa</strong> team member<br />
and a customer when the experience of those<br />
involved is truly extraordinary. To observe this, 40 <strong>Bupa</strong><br />
colleagues were trained in behavioural observation,<br />
then went out into the <strong>Bupa</strong> ‘field’ to observe these<br />
interactions.<br />
Through 280+ hours of observations in more than<br />
90 sites and systematic synthesis of the data, four<br />
customer-led behaviours were revealed as being<br />
present whenever extraordinary customer and/or<br />
people experiences were delivered:<br />
1. I put myself in the shoes of our customers.<br />
2. I listen and I guide.<br />
3. I act on my word.<br />
4. We work together and I enable you.<br />
These behaviours are now being embedded across<br />
Health Insurance with Customer Growth and Customer<br />
Service embedding the behaviours in their reward and<br />
recognition platforms, Boost and Shout Out.<br />
NOMINEES<br />
Strong and<br />
Sustainable<br />
Performance<br />
Strong and sustainable revenue<br />
and profit growth<br />
Strengthening our market position<br />
and customer offer<br />
Improving quality, efficiency, safety<br />
and compliance<br />
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