CARE: Customers Are Really Everything

To drive profitability, customer focus, and improve NPS, our insurance client launched a customer-led transformation, reshaping roles, teams, and processes. The CARE (Customers Are Really Everything) program focused on building team resilience, proactivity, and customer service skills, while empowering leaders to coach effectively. In just 6 months, the program delivered proactive customer experiences, boosting NPS from -6 to +16.

Key elements of the program include Journey Map visuals, leadership launches, and a focused 1-Day CARE workshop. By emphasising a Growth Mindset and in-the-moment leader coaching, the program fosters collaboration through Peer Learning and Coffee Conversations. Ongoing activities in BAU meetings ensured lasting impact, while tools like Listening Booths and rewards for deliberate practice drive continuous improvement.

Outcomes

Participant Feedback

93% of participants agreed the program equipped them with essential workplace skills.

Quality Conversation Scores

Quality Conversation Scores improved significantly, advancing from 'hygiene' to 'performance' standards.

Net Promoter Score (6 months)

- 6

+16

Increased from -6 to +16 in 6 months for the Workers Compensation Group.

Net Promoter Score (12 months)

- 20

+52

Increased from -20 to +52 in 12 months for the Property CARE Program.

Broader Adoption

The program’s success led other General Insurance sectors in Australia and New Zealand to request similar tailored programs for Property, Motor, Liability, and Professional Indemnity.

Cultural Shift

Over 2,000 embedding activities in the Learning Management System (LMS), reflecting strong adoption.

Awards

Winner: AITD Best Learning Organisation Award

Be Learning won the AITD Best Learning Organisation Award and the Global CEO Award.

Feedback

"Well presented, kept us engaged."

"Learning all the different skills that I can use to help me and help my customers."

"Fantastic and very helpful with lots of information."

"Understanding the most effective and efficient ways of dealing with customers professionally."

"Train to use these skills every day. Organise more workshops like this."

"Surprising it was the role plays. Never my favourite, but interactive was fun and made it real."