Providing a customer-centric service

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competitive marketplace. It needs to focus on providing the best possible products for its customers in order to compete and grow market share. Zurich offers a rich mix of services for these customers including: motor insurancebuildings and contents insurancerisk managementbusiness insurance programmeslife insurancepensions and investments. This case study focuses on how Zurich has used market research to develop a business strategy of ‘delivering help when it matters so that customers feel valued and taken care of”’. Zurich summarises this as ‘customer centricity’. This means the…

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