Building meaningful connections with our customers
At Legal & General we aim to put customers at the heart of everything we do, which is why we host regular events throughout the year, enabling customers to meet our team in person and ask any questions they have about their benefits. These events are invaluable, providing insights that enable us to continuously improve our service.
Over the past year, we’ve hosted four such events in different locations including Bedfordshire and Kent. We’ve previously run customer roadshows in Warwickshire and Devon, and later this year, we’re excited to be hosting our next event in Cardiff.
These events help us foster personal connections and allow customers to share their experiences in a relaxed setting. They also provide us with an excellent opportunity to gain direct feedback. We get to hear about customer challenges, needs and expectations, and come back with a detailed understanding of how our processes and decisions impact them.
All customer feedback is shared during our monthly Continuous Improvement Forum meetings, led by our Chief Customer Officer. This forum coordinates necessary changes to our processes and identifies training and development needs. Our commitment to continuous improvement aims to make customer experiences smoother and more convenient. Whether it’s submitting information online, electronically signing documents, or arranging payments over the phone, our enhancements have been positively received.
In June, we returned to BBC Gardeners’ World Live in Birmingham for our flagship customer engagement event. We were pleased to welcome over 3,000 customers to our dedicated customer lounge. This marked our busiest year yet, with both new and returning customers visiting the stand to take a break from the hustle and bustle of the show . Our Client and Customer Service teams were on hand to answer any questions or simply have a chat over tea or coffee.
Conversations ranged from product queries to discussions about retirement plans and holiday experiences. Each interaction is an opportunity to deepen relationships and better understand our customers’ lives and needs. We believe there is no substitute for sitting down with someone face to face and having a real conversation.
We pride ourselves on the quality of our in-house customer service and continually look for opportunities to provide personalised support to customers throughout the year. These events underline our commitment to customer experience, and we look forward to meeting many more customers in the months and years ahead.
In case you missed it, listen to our latest episode of ‘The PRT Pod’ where host Roshni Sakaria catches up with our team, including Institutional Retirement CEO Andrew Kail, to discuss the nuances of exceptional customer service. Roshni also hears from our customers as they enjoy the comforts of our dedicated customer lounge.