Page 1: Introduction
One approach to business is to develop a product and then look for customers. However, for many businesses the customers come first. They adopt what is known as a customer-focused approach. These businesses seek to provide customers with what they want. This involves listening to customers to identify their specific needs and requirements.
This case study examines the customer-focused approach of Zurich , the insurance and financial services provider. Zurich Financial Services Group (Zurich) is a global company. It provides both business and personal insurance. It has a rich mix of products and services, including motor insurance, buildings and contents insurance, risk management, life assurance, and pensions and investments.
The company was founded in 1872 and the Group’s headquarters are in Zurich, Switzerland. Today Zurich does business in over 170 countries and has over 60,000 employees. It operates through a network of subsidiaries and offices in North America, Europe, the Asia-Pacific region and Latin America.
Zurich combines its knowledge of local markets with international expertise. It aims to offer its customers a high level of service. To do this, Zurich has recently developed a new customer-centric strategy. This strategy sets out plans to provide customers with the products and services they require accompanied by a high level of customer service. Zurich continually monitors its activities to make sure that its customer-focused objectives are being achieved.