“I may have a hardship or very personal reason to gain access to my funds. I also keep in contact to learn the best ways to protect my investments.”
A funds withdrawal signals a member is navigating a life event. In the most difficult moments, members could be facing a variety of financial challenges that make such a move necessary.
The key in all of these situations is to look beyond our products or processes. The funds request is simultaneously coupled with other activities happening outside of Nationwide. Our perspective can broaden to understand the context of the hardship they’re facing. We can identify additional opportunities to deliver extraordinary care by placing ourselves within the greater experience a member is encountering. We’ll see how Nationwide fits into the bigger picture and where effortless, personal and reassuring experiences can make a bigger impact.
Members are asking Nationwide to make a pivot. It’s time to go beyond simply helping them navigate our products – they want us to show real empathy and to appreciate the realities they’re facing. They’d like Nationwide to develop processes and procedures that fit their lives. This is a significant shift, but it aligns to Nationwide’s vision perfectly: to be the most trusted, most caring, customer-focused protection company
