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For the Swiss insurance company Helvetia we developed a dialogue picture about "customer loyalty" during an executives conference in Zermatt. The Matterhorn provided not only a fascinating panorama but as Switzerland′s fifths highest mountain also symbolized Helvetia′s goal to become Switzerland’s fifths biggest insurance company. During the two-day event we hosted a live–illustration and illustrated together with 120 executives the path leading to the Matterhorn.The topic "customer loyalty" played a leading role as well and was based on a survey among customers and field workers.

THE PATH LEADING TO THE MATTERHORN

THE LIVE-ILLUSTRATION IN ZERMATT

To improve customer loyalty, Helvetia carried out a survey among customers and field workers. We presented the results during the event in form of posters with several customer statements. At the same time the posters also provided a vivid introduction into a discussion on the subject „customer loyalty“.
A customer′s quote: "With the consultant it′s the same as with a butcher, if you don′t trust the butcher you won′t buy anything.“

Daniela Diesler Helvetia

Daniela Disler

Human Resource Development at Helvetia Group

„During an entertaining moderated live-illustration we developed a dialogue-picture-sketch on our central starting points within the subject „customer loyalty“ together with 120 executives.It helped to sharpen the common understanding of the executive board and top management on the subject and foster the support for the final dialogue picture. Subsequently the sketch was finalized and the executives will now discuss the dialogue picture on the basis of a guideline with all their employees. Thereby we create a common language and give orientation for the development of further measures on the subject – in an unconventional but sustainable manner.“

THE LIVE-ILLUSTRATION

Helvetia Dialogbild Kundentreue Live-Illustration Zermatt Fotos Matterhorn

"Top in growth and profitability". But what about customer loyalty? The sketch at the beginning of the event is easily understandable: a serpentine road leads up to the Matterhorn. On the side of the road are four signs:

consulting/sales, customer care, service in general, damage/benefit. 120 Helvetia executives were asked to fill the landscape with life. The event was moderated by Torsten Voller from the Hamburg based business-theatre „Steife Brise“.

Two simultaneous translators supported the employees from the French- and Italian-speaking parts of Switzerland. The illustrator from Dialogbild, Tom Becker, transforms the comments with only a few lines into pictures.

One day later the landscape is filled and the Matterhorn conquered. During the following weeks the dialogue picture is fine-drawn, colored and translated into three languages.

THE DIALOGUE PICTURE

INDIVIDUAL SCENES AND THEIR MEANING

Helvetia Dialogbild Kundentreue Live-Illustration Zermatt Fotos Matterhorn

A good field worker always has the capacity to listen carefully and to know his customers well. This already starts at the front door in knowing the name of the dog.

The pit stop symbolizes fast handled customer concerns. Information needs to be fast and easy to understand.

What′s the typical Helvetia field worker like? He knows the right answer to every question and helps his customers to fulfill their dreams.

In the event of damage the client expects a fast and uncomplicated treatment. The field worker thereby turns quickly into Superman.