enriching service with a holistic view · the end game is to delight our customers by thinking...

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Enrichingservicewithaholisticview:

HowMassMutualleveragedculturetorefocusonitscustomersPresentedby:

UnaMorabitoSeniorVicePresidentMassMutual

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35,000employerswhoofferourretirementplansorprotectionproducts.

Weareamutuallyownedfinancialservicecompanyofferingarangeoffinancialstrategiesandsolutions.

Tohelppeoplesecuretheirfutureandprotecttheonestheylove.

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MassMutual

AtMassMutual,ourfirstpriorityisensuringthesatisfactionandloyaltyofourcustomers.Butthatmissiontakesmanyformsandapproachesaswehaveseveral

differenttypesofcustomers.

MassMutualworkswithFinancialProfessionalstodistributeourinsuranceandretirementproducts.Weprovideservicesbusinesstobusinesstoindividualplanparticipantorpolicyholder.

Howwedobusiness…

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TheValueChain

MassMutual FinancialAdvisor Employer Participant

CustomerFeedback

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Asthebarcontinuestoriseforcustomerservice,it’snotenoughtosolveproblems.Weneedtoanticipateourcustomers’needsanddelightthem.

It’sa‘MeMarket’

• Appealingtocustomersindividually

• Harnessingsocialmedia

• Goingbeyondbasicdemographics

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Bytransformingourculture,wehavetransformedourcustomerexperience.

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We’vemadeasignificantinvestmenttotakeourCXprogramtoahigherplane.Weareatthecenteroftheexperience,connecting:

TheCXinvestment

• 35,000plansponsors

• 3millionparticipants

• Morethan5,100AdvisorsandThirdPartyAdvisors

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“Throughopenandhonestfeedbackfromourplansponsors,wegetinsightsintowhatourclientslikeandwhatweneedtoimprove.”

- LeanneSmith,ManageratMassMutual

Feedbackishelpingensurethatweconsiderthevoiceofthecustomerineverydecisionwemakeandallowsustotakeimmediateaction.

Voiceofthecustomer

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• HelptheAdvisorsweworkwithimprovecustomerservice

• 360-degreeview

Solutionorientedcustomerexperience

PlanSponsors

FinancialAdvisors

Participants&PolicyHolders

.

.

.Reactive Proactive

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“Peopledon’twantquarter-inchdrills—theywantquarter-inchholes.”TedLevitt,HarvardBusinessSchool

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Connecting.Tracking.Improving.Transparencyiskey.Feedbackistellinguswhatwedowellandenablingustosolveproblemsinrealtime.

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Theendgameistodelightourcustomersbythinkingabouttheirneedsbeforetheydo.

Delightingbyanticipating

PositiveExperiences=

Loyalty=

Opportunity

“It’snotthecustomer’sjobtoknowwhattheywant.”

- SteveJobs

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©2017MassachusettsMutualLifeInsuranceCompany,Springfield,MA.Allrightsreserved.www.massmutual.com.MassMutualFinancialGroupisamarketingnameforMassachusettsMutualLifeInsuranceCompany(MassMutual)anditsaffiliatedcompaniesandsalesrepresentatives.RS-42141-00