Case study Mutual of America and corporate social responsibility Mutual of America is one of a handful of mutual life insurance companies of scale still operating in the United States. Mutual of America was originally named the National Health and Welfare Retirement Association (NHWRA), and began business on 1 October 1945 offering retirement plans and […]
Case Study Customer experience management at ResponseTek By means of CEM, a company can incorporate the voice of its customers into its business strategies and operations. The aim is the development of trust and loyalty that will lead to the ultimate goal of advocacy. According to ResponseTek, it is not sufficient simply to monitor the […]
Case Study Satisfaction surveys at Nationwide Building Society Nationwide Building Society has been conducting an employee opinion survey called ViewPoint since 1993. The catalyst for its introduction was the merger of Nationwide and Anglia Building Societies – two organizations with different cultures, processes and business systems. A number of years after this merger had taken […]
Case Study National Savings & Investments Background National Savings & Investments is the UK’s third largest retail savings and investment provider, with an 8 per cent market share and accounting for some £70bn of invested assets. It has more than 26 million customers who between them generate something like 60 million transactions each year via […]
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