It’s astounding to step back and see just how many connections we all have. There are our families, friends, neighbors and co-workers, but then there are also all of the businesses we interact with on a daily basis and the people behind those interactions. We’ve developed relationships and trust with our close friends and relatives, but that trust isn’t as apparent when looking at the intangible connections we have to business. Given the questionable practices that have colored corporations’ actions over the past decades, overall trust in business has rightfully declined.
At Assurity, we believe that the relationship between a business and its customers should be more than a transaction. Especially as an insurer, where we’ll potentially be a part of our customers’ lives for decades, building a connection with those who depend on us is crucial to fulfilling our purpose. So how do we foster connectedness, and in turn foster trust?
We believe there are two types of connectedness. The first is personal – a connection between one individual and another. If you’ve ever called Assurity, you know what we mean. We train our Customer Connections associates to actively listen to our customers, and approach each call empathetically. They’re empowered to resolve problems directly, without the need to transfer callers from department to department and put the caller on hold for hours. When you develop a relationship with the person on the other end of the phone, it’s easier and far less painful to solve problems.
The second type of connectedness we see at Assurity is connection to a common cause. People naturally want to work toward something larger than themselves, and banding together to achieve great things is one of the most uniquely human aspirations. We take this seriously, whether it be people coming together to improve our environment or to attain financial security. Going to work every morning becomes a lot easier when you know you’re not just working for your boss’ profit – you know what you do makes a difference in the world.
In order to make a difference, you have to step outside of your own space and see how you influence others. Siloed business may have worked in the past, but no longer – the connections between customers, employees, companies and the world are stronger than they’ve ever been. When we make any decision, big or small, we consider how it will influence those who depend on us. Once you’ve seen the connections, it’s hard to do business any other way.