Paris, 17 November 2017,
In an ever-changing environment, customer expectations are undergoing rapid change, making it crucial to establish a direct, permanent and special connection with them.
Around two years ago, CNP Assurances created an online community dedicated to the 18-35 age bracket in order to gain a better understanding of their habits and expectations. Because the exchanges provided so much insight, CNP quickly wanted to go further by widening the community to include other generations. Today, with 500 members, the YOU & US community is a space for listening, discussion and co-creation that we rely on every day.
YOU & US has a 24/7 digital platform built around:
- discussion forums on various topics (digital habits, lifestyles, IoT, chatbots, protection, etc.)
- themed co-creation workshops, bringing together CNP Assurances customers and employees
- online surveys to identify early trends.
The community made it possible to review the customer experience in order to improve customer satisfaction, generate new concepts and test prototype offers.
And, as in any relationship, while digital tools facilitate discussion, they cannot replace face-to-face meetings.
For this reason, we invited members of the community to meet our “intrapreneur” employees this Friday, 17 November. It was a new opportunity to compare their ideas on the projects dedicated to improving customer relationships currently being developed ( #challengeCNP). Our community is already familiar with these projects to some extent, having selected them in the spring as part of our #challengeCNP.
“The community has quickly become a place that promotes discussion, enabling customers to get involved with various projects in a very real way. Since they are involved from the creation of ideas to their implementation, they play a more key role than ever in the development of our offers and services”, says Olivier Jamot, head of strategic marketing at CNP Assurances.