Every employee plays a role in customer experience, but they often follow the lead of the CEO. At Progressive Insurance, employees follow the customer-centric mindset of CEO Tricia Griffith, which has led to the company’s stock quadrupling in the last four years.
Although there are metrics to measure and processes in place, Tricia leads with her heart and isn’t afraid to trust her gut. She puts people first by getting out of her office, taking customer calls, sitting in as agents handle claims, and surprising partners and customers with in-person visits.
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Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.