Case studies to demonstrate my value & expertise.
An Insurance Company suspected that they were losing customers and brokers due to issues in the renewal journey and hired Sandra Greene Consulting to deep dive into what was happening that could affect experiences/business results & recommend solutions.
We gathered crucial insights:
Conducted eye-opening 1-on-1 Customer Interviews with recently-renewed members to uncover expectations, perceptions, pain points, and moments of truth.
Held Internal Cross-team Subject Matter Expert (SME) interviews to reveal ideal states, process friction, and associated documentation/IT outputs.
Ran Ecosystem Journey Mapping to identify the unique experiences of employees, brokers, and members. Mapping integrated goals, expectations, and perceptions, to gain a comprehensive understanding and delve into root causes.
Completed a Competitive Analysis which identified gaps in what renewing customers received elsewhere compared to client's offerings.
Audited all Communications throughout the entire lifecycle (buying, paying, claiming, renewing & cancelling) for Personal & Commercial lines.
To improve customer, broker & employee experience/loyalty, they took decisive actions:
1) Socialized friction points & competitive landscape, securing sponsors/funding for multi-stream work.
2) Launched Broker Experience leadership role within CX Team.
3) Set up KPIs & measurement process for Policy-holder & Broker NPS, complaints per 10,000 members, products per member, and member trust.
And achieved notable results:
Established an Underwriting Excellence Team to address downstream issues, analyze systems, set up national service principles, revamp broker-facing renewal expiry reports, refresh messaging, and implement call recording for continuous improvement.
Significantly overhauled the billing process (extending notice cut-off times, digitizing monthly payments, and refining statement messaging to eliminate a repetitive scolding tone) making it easier for members to pay across channels.
Updated Policy Declaration Pages to align with the brand, reduce repetition, shorten by 50%, and facilitate digital wording downloads. This created a substantial Return on Investment with savings of $1.34 million in the first year and project a $1.83 million annual savings thereafter.
Revamped Commercial Systems Notices for clarity, improving communication with brokers and empowering them to confidently relay information.
A New Home Warranty Company was rebranding and updating its mission, vision, and values. To ensure success, they hired Sandra Greene Consulting to identify internal misalignments by gathering employee feedback.
We gathered crucial insights:
Leadership & Branding Partner Discovery Sessions helped us align on business & rebranding strategies as well as understand management’s hypotheses on where the gaps were.
Facilitated a 26-Session Dialogue Series with 263 employees/contractors to gather Voice of the Employee insights. They engaged in meaningful conversations about bringing the brand to life and shared candid feedback on what the organization could start, stop & continue to deliver on the mission, vision & values. Leadership was provided with anonymized feedback along with a final report/roadmap.
To improve employee, homebuyer & builder experience, they took decisive actions:
Reviewed & prioritized ideas based on strategic alignment. They clearly communicated their commitment/timelines internally, emphasizing that every employee plays a crucial role in their journey towards “2.0”.
Launched a new website that simplifies communication for home buyers, builders & industry partners & clarifies the roles of all industry partners.
Focused on internal collaboration, communication & knowledge-building, while working to streamline schedules, fill key roles, fix processes/systems & provide more builder support.
Started to enhance warranty coverage/processes & take additional measures to reduce construction risk.
Results were outstanding:
Input (& action taken on it) are becoming part of their DNA.
Increased Employee Engagement by 9%, Enablement by 8% & Inclusion scores by 11% vs a year ago.
Recognized as one of Greater Toronto's Top Employers (2023). Scored 3.9/5 with Glassdoor (86% would recommend them to a friend).
Significantly improved Employee Retention versus a year ago.
Prioritized, scheduled & communicated updates to operational tech, warranty coverages, diversity & inclusion, policies & messaging.
A Symphony Orchestra was dealing with a common arts issue - an aging audience & donor base. So, they hired Sandra Greene Consulting to recommend ways to address the overall customer journey.
We gathered crucial insights:
Voice of Customer Research uncovered very diverse customer types that wanted completely different experiences.
Customer/Operational Data Mining determined that most donors were also long-term patrons whose lifetime value was underestimated. They knew what experiences to expect & purchased subscriptions each year (albeit at decline levels). However, newer patrons wanted a different experience- more drawn to immersive connected experiences & increasing their knowledge of the music, the composers, & orchestra members.
Competitive Analyses identified best practices in the arts industry to attract younger audiences with unique programming & more personalized, data-driven messaging.
CRM Audit indicated that not only were emails not personalized, but they were also sent far too frequently & the tone scolded about rules of engagement (don’t be late, don’t wear perfume, etc). In short, they were internally- not customer-focused.
To improve audience experience & loyalty, they took decisive action:
Recognized customers for their full level of support & coordinated messaging between marketing & fundraising teams to create cohesive messaging.
Overhauled communications to make them informative, inviting & personalized based on their purchase behavior. They used a test, learn, and optimize approach to gain the highest engagement rates.
Created more multi-sensory events to immerse younger audiences in the experience (like playing films vs just watching the orchestra & trying not to cough or fall asleep.
Results were quick and impressive:
2015-16 season broke records with more sold-out shows, higher audience levels & more donors.
While keeping some events untouched, they added more behind-the-scenes talks & immersive events set to music.
Happier staff were not scrambling to create such high volumes of email content nearly daily.