Bharti AXA Net Promoter Score

OBJECTIVE:

This campaign aimed to improve Bharti AXA’s Net Promoter Score (NPS) without directly soliciting stakeholders for better ratings. The focus was on engaging customers and employees through a strategic communication approach, highlighting the value proposition of Bharti AXA’s policies during the COVID-19 pandemic. Customers: For customers, the campaign aimed to emphasize the importance of staying invested and showcase the benefits of Bharti AXA’s policies, including protection, tax benefits, and guaranteed/non-guaranteed benefits, all while promoting the convenience of the Digital Mode of Premium Payment. Employees: For employees, the communication aims to reinforce the idea that customers are the top priority and provide guidance on how employees could best serve clients during challenging times.

CHALLENGES:

Maintaining NPS without solicitation: The challenge was to improve the NPS without directly asking stakeholders for better ratings, which could lead to biased responses.

Addressing COVID-19 uncertainty: The campaign needed to address the financial uncertainty brought on by the COVID-19 outbreak and reassure stakeholders of the advantages of continuing to hold Bharti AXA insurance.

Employee Engagement: Making sure that staff members support the company’s customer-centric philosophy and are driven to deliver outstanding service even under trying circumstances.

SOLUTION:

The campaign used a multi-faceted strategy to involve both customers and employees effectively:

For Clients:
Educational Materials:
Created educational communications that emphasized the value of remaining invested during the pandemic by showcasing the protection, tax advantages, and guaranteed/non-guaranteed benefits Bharti AXA’s plans continued to offer.

Digital Premium Payment: Emphasize the convenience and safety of the Digital Mode of Premium Payment on Bharti AXA’s portal. Show how this option aligns with social distancing and pandemic precautions.

For Employees:
Internal Communication: Send internal communications to employees emphasizing the importance of prioritizing customer needs during the pandemic.

Training and Direction: Provide personnel with training opportunities and resources to help them better service customers during difficult times. Give them the knowledge and abilities to handle COVID-19-related client concerns.

CAMPAIGN OUTCOME

Improved NPS: Over time, the campaign aims to increase the NPS as customers recognize the value of Bharti AXA’s policies and the support they receive during the pandemic.

Higher Customer Retention: The campaign increased customer retention rates by emphasizing the advantages and convenience of Bharti AXA’s policies and services.

Increased Employee Engagement: Consumers will likely have a better experience when employees are more engaged and driven since they appreciate their role in servicing consumers through difficult times.

Positive Brand Perception: The campaign helped people have a more favorable opinion of Bharti AXA as a client-focused and helpful insurance provider, even at times of apprehension.

Increased Digital Adoption: Encouraging customers to use the Digital Mode of Premium Payment led to increased adoption of digital services, which helped streamline processes and improve customer satisfaction.

By addressing the issues and implementing this strategic campaign, Bharti AXA enhanced its NPS and its connections with clients and staff throughout the COVID-19 epidemic and beyond.

Posters
Mailers
Inland Letter

FOR CUSTOMERS

FOR EMPLOYEES