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Case Study

Global Meets Local: How a Global Insurance Company Builds Loyalty at the Local Level

Global Meets Local: How a Global Insurance Company Builds Loyalty at the Local Level

Global Meets Local: How a Global Insurance Company Builds Loyalty at the Local Level

Medallia

Zurich Insurance, a global provider of general and life insurance products to retail and corporate customers through diverse channels—including specialist student insurance via wholly-owned Endsleigh—successfully balances global strategies with local loyalty building. Medallia software empowered this by unifying customer feedback across regions while enabling localized, culturally appropriate responses, real-time health tracking, and closed-loop actions. It drove promoters to pay 27% higher premiums, reduced churn 5x, generated referrals, and boosted NPS 20 points in markets like Turkey through process fixes, fostering personalized experiences that strengthened relationships at the local level.

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