With explosive growth on the horizon, we sensed Builders Mutual’s usually stellar customer service could be poised for a hit and we were prepared.
We recommended Builders Mutual not only retrain its staff to improve its customer service, but advertise these very efforts. “Service Outside the Box” became its own brand and a rallying cry both within the company and in many of the company’s messages to its customers and agents.
After four years, the marketplace had come to accept their claims of “Service Outside the Box” as a given and the company no longer needed to promote it.
View samples from the customer service campaign, including an original logo, Annual Report theme, and direct mail postcard: