We’ve. Got. Ideas.

Builders Mutual: Creating—and Getting Credit for—Superior Customer Service

Logo for Service Outside the Box customer service campaign
Published August 20, 2004 by Bill Cokas Comments: 0

The Challenge:

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.

The Solution:

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.

The Results:

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.

Work Samples:

View samples from the customer service campaign, including an original logo, Annual Report theme, and direct mail postcard:



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