"It's great feeling like you matter, not like you're just another head count."

Gemma Gregory, IT Service Delivery Manager

Customers make a business, not profits

10 March 2016
Customers make a business, not profits

Gina Fusco is Director of Strategy and Marketing at NFU Mutual. Gina joined us back in 2011, bringing with her an impressive background in financial services and the proven ability to build award-winning brands without the big budgets. We decided to get her take on what makes NFU Mutual a special kind of company and a great place to work.

“Lots of companies claim to be customer focused. But in reality, the main driver is often next quarter’s report on business results to the financial market. NFU Mutual is different. We’re genuinely focused on our customers: we don’t put short-term profits ahead of the customer. We offer an award-winning range of products and services, backed up by a local, personal service that’s second to none. And we offer a no quibble approach when it comes to making a claim on your insurance policy. No wonder our customers love us. 

This approach is refreshing in financial services, and our strategic role is to make sure this wonderful organisation is still around to successfully serve its members for another 100 years. As a division, our purpose is to inspire and drive the business forward by embracing and preparing for tomorrow, while remaining proud and staying true to what makes us special today. 

We work hard to make sure that our target audience knows our story, that they know that we stand for something different and special, and that we provide products and services that sustain our enviable, industry-leading retention levels.

To be successful we need to truly understand our customer base in order to create loyal customers. This means we need to stay ahead of the game and adapt where necessary attract new customers, while finding creative ways to inspire them to stay. We talk a lot about our DNA – the passion that runs through us. As a division, we are the brand. We’re proud of our heritage and confident in our abilities. And, as experts in our field, we’re respected for our contributions and endless curiosity that question the status quo.

In this day and age we must stay one step ahead. We don’t aspire to follow or chase the competition, but to blindside them by creating an inspirational vision of the future and remain connected to the outside world. Here in the Strategy and Marketing division, we are single minded in delivering on this incredible opportunity and potential. We live the company’s values. We’re restless in our pursuit of improvement and have an unswerving commitment to our goals. If you share these attitudes and values, we’d love to hear from you.”

Help us to grow our business and strengthen our well-respected, award-winning brand.

Categories: Strategy and Marketing