ventures and solutions to be piloted quickly before successful initiatives are rolled out across the organization . Every innovation implemented is measured in relation to its impact on customer experience , which is closely monitored . “ We do customer surveys and focus groups to understand what customers like and don ’ t like about being insured with us , and we often make changes based on that . Keeping our finger on the pulse of consumers and being responsive to their needs helps keep us competitive and at the cutting edge of innovation ,” Lyons says .
Another key element to finding the best solutions for its business and customers is Plymouth Rock ’ s culture of collaboration . It is not only external , but permeates the internal organization as well . “ We have a culture where everybody in the organization , regardless of rank , feels empowered to give recommendations or suggestions ,” Lyons says . For example , the popular Get Home Safe ® benefit that ’ s unique to Plymouth Rock allows the company ’ s customers access to a free taxi ride home as a safer alternative to driving when necessary . This innovative service was suggested to the CEO
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