Business Chief April 2019

ventures and solutions to be piloted
quickly before successful initiatives
are rolled out across the organization.
Every innovation implemented is
measured in relation to its impact on
customer experience, which is closely
monitored. “We do customer surveys
and focus groups to understand what
customers like and don’t like about
being insured with us, and we often
make changes based on that. Keeping
our finger on the pulse of consumers
and being responsive to their needs
helps keep us competitive and at the
cutting edge of innovation,” Lyons says.
Another key element to finding the
best solutions for its business and
customers is Plymouth Rock’s culture
of collaboration. It is not only external,
but permeates the internal organization
as well. “We have a culture where
everybody in the organization, regardless
of rank, feels empowered to give
recommendations or suggestions,”
Lyons says. For example, the popular
Get Home Safe® benefit that’s unique
to Plymouth Rock allows the company’s
customers access to a free taxi ride
home as a safer alternative to driving
when necessary. This innovative
service was suggested to the CEO
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