Deployment of a customer-centric culture
To anchor a service-driven culture among all BNP Paribas Cardif staff, the Customer Centric Programme introduced several initiatives in 2010, including a training kit with an e-learning module, presentation during integration seminars for new staff, and presentation to management at different Cardif subsidiaries.
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Much more than a slogan, this innovative approach introduced recently in Germany is a strategic pillar for BNP Paribas Cardif.
The principle is quite simple: improve customer satisfaction by improving the claims management process from end to end. The benefit for BNP Paribas Cardif is to establish a position as a company that considers the interests of its customers as a core priority.
