Case Study

Bupa

A transformed customer experience. 

Bupa Health Insurance and the private health insurance industry as a whole was seeing more behaviours that linked to sales and process, as opposed to empathy and care. This is continuing to have an adverse effect on advocacy & sales for PHI businesses in general.

Bupa as the market leaders had to make a move. We helped them develop an approach that was both inspiring & hard hitting that would help sustain behavioural changes, bringing  their Retail NeXT initiative to life. 

 

Reinventing Retail. 

At Lead Positive we reframed the way retail should do retail. Customer service and service experience are benign terms; meaningless where organisations have waivered and failed for too long. Our approach required our client to transform the retail interaction by transforming their own mental model of what’s really happening in each and every conversation, through self awareness and self regulation, classic emotional intelligence types. 

The result was a sucessful Retail NeXT, a 5 stage process that established and delivered health insurance in a completely a new, relevant and experience-led retail environment.


More Case Studies

Take a look at some of the other organisations we’re proud to have transformed. 
A COMPREHENSIVE CULTURE ROADMAP FOLLOWING SPARK FOUNDRY’S MERGER WITH BLUE 449.
HELPING BUPA TRANSFORM THEIR SERVICE AND THE EXPERIENCE THEIR CUSTOMERS FELT.
CHANGING LEADERSHIP ATTITUDES AND EMBRACING NEW CULTURES.
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