Liberty General Insurance Ltd.
Objective:
To celebrate CUSTOMER SERVICE WEEK by building awareness and driving customer-centricity values (simple, expertise, convenience, empathy, respect, proactive)
Proposal & strategy:
To engage the employees on the final day of customer service week through a Carnival-style event with fun activities that drive the message without being preachy.
What we did & the outcome:
We customized the solution to their needs by planning DISRUPTIONS. Each stall had games themed to 2 of the 6 values. When employees visited the stalls, they would engage in each of the 3 games, the result of which would drive the message of being customer-centric metaphorically.
For eg. The below values of Respect and Proactive were gamified as below:
-   RESPECT I Respect the commitment made to the Customer
- PROACTIVE Am I being Proactive to Customer needs when designing my Product / Process / Technology?
This stall has 2 caricature artists, which is usually a big attraction. Sample caricatures were displayed. Employees were asked to share their photos with the caricature artists and to come back within 30mins to collect their caricature. However, the commitment was not met on time, they were asked to keep coming back and the design created did not meet their expectations. When they complained, a card was handed out –
If you expect RESPECT as a customer, you must RESPECT your commitments to your customers too. Be proactive in understanding your customer needs while designing your product
