How can I make an impact?

Discover Nationwide's Customer Experience Principles, qualities our customers value most. Reflect on what you or your team are doing today to deliver on each action statement.

Effortless Personal Reassuring

Delivering experiences that are Effortless means that you...

  • I use plain language
  • I emphasize information most important to the customer
  • I keep messages concise and to the point without losing necessary details
  • I offer to complete tasks for the customer as often as possible
  • I explain the process and set expectations
  • I identify and eliminate unnecessary steps that impact the customer
  • I anticipate customers' future needs
  • I keep customers informed of status, account activity, and upcoming action items
  • I embrace innovation and support technology that improves experiences

Delivering experiences that are Personal means that you...

  • I take time to get to know the customer and their needs
  • I show appreciation to customers for their loyalty
  • I make decisions based on what is best for customers
  • I ask questions to understand our customers' goals
  • I customize the experience based on customers' unique needs
  • I am optimistic and encourage customers to stay on track
  • I ensure resources are always available to customers
  • I produce timely results without sacrificing quality
  • I own requests until the customer is satisfied

Delivering experiences that are Reassuring means that you...

  • I continue to enhance my knowledge within my area of expertise
  • I maintain a working knowledge of Nationwide’s products, services and policies
  • I use my knowledge to help customers understand their options and possible outcomes
  • I am transparent with customers, disclosing all relevant information
  • I am accountable and resolve my mistakes
  • I follow through on my commitments
  • I anticipate customers' future needs
  • I keep customers informed of status, account activity, and upcoming action items
  • I embrace innovation and support technology that improves experiences
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Recognitions

Your actions make a difference in customers' lives

Your customer interactions are critical, whether you work directly with members and distribution professionals or play a supporting role. Want proof? Read on.

How can I make an impact?

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Tell us: What would you like to share?

Here are three ways to recognize and celebrate your impact on customers.

Story

Share how you or your team deliver effortless, personal, and reassuring experiences.

Share a Story

Thanks!

Share gratitude and let someone know their work is valued.

Send a Bravo

Idea

Share feedback on Nationwide products based on firsthand experience.

Go to The Voice

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