Zurich Insurance Group is a Swiss insurance company established in 1872, with its headquarters in Zurich, Switzerland. It now serves in more than 170 countries and ensures to provide the best possible services to their customers worldwide. These services include motor insurance, building and content insurance, life insurance, business insurance, risk management, pensions and investments. According to Forbes List released for 2017, Zurich fall at #125 among the Top Multinationals from around the world and #66 in terms of Top Regarded Companies.
Zurich has been able to maintain its position in a very competitive environment due to its global reach, where they are currently serving in more than 200 countries and also because of its uniqueness of services. The company has a helpline through which it has become easier for the customers to communicate their concerns to Zurich and for Zurich to develop healthy relationships with their customers. Furthermore, this Help Point is a free helpline which also provides the customers with practical advices and solutions, information about their services. It is also very useful for the internal network of Zurich, where the people working within the company can communicate effectively with other departments if needed.
Primarily, Zurich has followed and worked on a customer-centric strategy to fulfill and satisfy the changing needs of the customer and maintain their brand name in the minds of the customers for a longer period of time. For doing so, they need to conduct various forms of research in order to identify what the customers need and their changing demands. A lot of primary and secondary research goes behind introducing and providing services to their customers which makes their services special and unique as compared to other competitors in the market. This research also helps them to continuously develop and innovate their strategies through which they are able to grow and expand their network around the world.
Zurich has successfully maintained its positioning in the minds of their consumers which speaks about their brand as well. Through their marketing and communication by advertising, sponsoring and direct marketing, Zurich has been successfully placed their company in the minds of their customers. Customers think of ease, timely service and their own convenience when it comes to the brand name Zurich. Zurich has developed a very strong brand name around the world, which adds up to their competitive advantage.
Moreover, Zurich believes in employee empowerment and giving voice to their opinions. They make this possible by encouraging their employees to pitch in their ideas for development and innovation. This strategy makes the employees feel that their voice is given importance and they are valued in the organization, along with helping the company in finding some innovative ideas within their company for further development.
References
LLP, B. C. S. Providing a customer-centric serviceA Zurich case study. Retrieved January 6, 2018, from http://businesscasestudies.co.uk/zurich/providing-a-customer-centric-service/conclusion.html
Null. (2017, May 24). Zurich Insurance Group – pg.7. Retrieved January 6, 2018, from https://www.forbes.com/pictures/591c672fa7ea434078d41824/zurich-insurance-group/#131bb2a73f1a
Our strategy. Retrieved January 6, 2018, from https://www.zurich.com/en/about-us/our-strategy
Zurich Insurance Group on the Forbes Top Multinational Performers List. Retrieved January 6, 2018, from https://www.forbes.com/companies/zurich-insurance-group/