Step 1: Principles, Actions, and Behaviors

Click on effortless, personal, and reassuring, and check the box next to the action(s) that resonate most with you and your story.

[0] Selected (select as many as you need)

Effortless Personal Reassuring

Delivering experiences that are Effortless means I always:

  • 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 I always:

  • 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 I always:

  • 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 ensure the safety and security of customer and proprietary information
  • I follow all Nationwide policies and procedures
TC

Tyler Claudepierre | Customer, Strategy, and Innovation Office

Our teams recently released version 12 of our Flagship Mobile App! The major revamp is rooted in extensive customer research. We conducted numerous interviews to understand their unique needs and gain insights from their valuable feedback. Our goal was to create a seamless experience that respects our customers’ time and instills trust and confidence. Early data indicates that customers are now navigating key journeys on the new Mobile App Homescreen more efficiently!

Principles Delivered:

Effortless

  • Present information clearly
  • Streamline processes
  • Think and act one step ahead
Personal
  • Help achieve goals

Customer Helped:
Members

MK

Shared by: Molly Paisie | NF Business Enablers

Putting Customers First: Redesigning the Online Enrollment experience to increase success. When our team embarked on redesigning the online enrollment experience for public sector retirement plans, we knew that putting the customer at the center was crucial. We started by identifying the major pain points in the legacy online enrollment process, such as the high 80% drop-off rate. This insight drove a goal to simplify the process to improve the success rate of participants enrolling in their retirement plan.

Simplifying Decisions: To ease the burden on participants, we introduced plan-selected defaults for key decisions such as contribution rates, investment selections, and beneficiary designations. This approach minimized the number of decisions participants had to make upfront, making the process less overwhelming. Several user experience improvements were also incorporated to make the process smoother and more intuitive for participants, reducing frustration and errors.

Saving Progress: By moving online account creation to the beginning of the enrollment flow, we enabled participants to save their progress and complete the enrollment later. This flexibility was crucial for accommodating participants’ busy schedules and ensuring they could finish the process at their convenience.

Continuous Feedback and Improvement: We actively sought feedback from participants, plan sponsors and stakeholders. This ongoing dialogue allowed the team to quickly address any issues and continuously refine the enrollment experience to better meet participants’ needs.

By prioritizing these customer-centric strategies, we significantly improved the enrollment experience, resulting in a 105% increase in success rates, a 50% reduction in enrollment time, and a 60% increase in digital enrollments.

Story by: Molly Paisie and Ben Rogers

Principles Delivered:

Effortless

  • Present information clearly
  • Streamline processes
  • Think and act one step ahead

Customer Helped:
Members

TM

Shared by: Todd Massey | P&C Business Enablers

My 1st job was working in a local grocery store in the suburbs of Philadelphia, PA. On day one, the owner told me they will only succeed and continue to exist if customers stayed loyal to them. It did not take long for me to realize my fellow employees knew each customer's name, the customers knew theirs, and every interaction was a positive one! It never felt like a job, it felt like a place I wanted to be.

Recently, I was able to assist in Nationwide's Hurricane Helene's humanitarian efforts, and I could not have been prouder to see how our company responded and how positively impactful each volunteer made our members feel. Some of the stories shared were heartbreaking. It was not missed on me that we only exist with Nationwide because of them. We were there to help them, and they deserved to be treated like the most important member because in moments like this, that is how it should be.

We will thrive as a company if we always remember we have members to strive for -- be available with a great attitude, keep it simple, and own each experience like it was you on the other side of the interaction!

Principles Delivered:

Effortless

  • Streamline processes
Personal
  • Build relationships
  • Help achieve goals
  • Respond quickly and completely

Customer Helped:
Members

TS

Shared by: Ted Stuckey | Customer, Strategy, and Innovation Office

Andrea Brayden, a Commercial Excess & Surplus Lines broker, recently turned around 14 policies for an agent who had an insured in California with multiple operations - and to top it off, she got all of these policies placed in less than 24 hours, staying late on a Friday night to get everything in place before a Saturday effective date.

The agent was already in a tough spot - but Andrea had been focused on building a strong relationship with this agency for quite a while, so they knew exactly who they needed to reach out to in order to get these policies placed. Andrea is an expert in what she does - sharing knowledge and insights with the agent while also communicating effectively and presenting information clearly.

Andrea helped the agent understand exactly what she needed in order to turn these policies around as quickly as possible and spent time with our carrier partners so that we could jointly achieve our mutual goals. This is a great example of going above and beyond to support one of our customers in their time of need and further cementing NBS as their trusted partner going forward!

Principles Delivered:

Effortless

  • Present information clearly
Personal
  • Help achieve goals
  • Respond quickly and completely
Reassuring
  • Share knowledge and insights
  • Communicate openly and with ownership

Customer Helped:
Distribution Professionals

TD

Shared by: Tishia Damschroder| Human Resources

Understanding and continually strengthening our customer-centric culture is so important. As stewards of culture sentiment, our team ensures the Ntune Culture Surveys feature questions that can generate valuable customer-centric feedback, especially extraordinary customer care and process improvement ideas that can elevate the customer experience.

In April, Nationwiders shared over 1,900 comments in response to Customer questions. These are great insights that teams and business areas are exploring and taking action on – all in support of our vision to be the most trusted, most caring, most customer-focused protection company!

Principles Delivered:

Effortless

  • Streamline processes
  • Think and act one step ahead
Personal
  • Help achieve goals
Reassuring
  • Share knowledge and insights

Customer Helped:
Members and Distribution Professionals

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