Today’s interview is with Matt Prowse, Customer Enablement Director at Insurance Australia Group (IAG). Matt joins me today to talk positivity, why we should add a little more of it into our own organisations, what they have done to with their ‘With Thanks’ programme amongst other initiatives, how they got senior executives talking to customers and the impact all of this has had on IAG.
This interview follows on from my recent interview – Playing the customer experience game to win – Interview with Nienke Bloem – and is number 292 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Matt:
“It was such a great opportunity for everyone to connect with the real life IAG customer and say ‘thanks’. Heart warming, tears welling and such a sense of pride and our purpose being brought to life.”
“Thank you for your acknowledgement. It’s nice to be recognized. I always make sure I give the customer a great experience in getting the card from you shows that what I do can and does make a difference. Thank you.”
Matt Prowse is Customer Enablement Director at Insurance Australia Group (IAG) and is a Customer Experience evangelist charged with bringing the voices of customers and colleagues into organisations through stories. In his current role he is helping Australia’s largest general insurer IAG to be customer-led and data-driven through the creation of customer-centred routines, rhythms and resources. He has managed Customer Connection programs at organisations like FOXTEL, Rolling Stone Magazine, Sydney Morning Herald and most recently IAG.
Thanks to Pixabay.com for the image.