Case Studies

Please choose a case study to view below:

Staples  | New York Life  | Met Life  | Washington Mutual  | TECO  | McDonald’s  | Pasadena ISD Police

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New York Life

New York Life Insurance has been in the Big Apple since it was just a tiny seed. The company (the top mutual life insurer in the U.S.) is adding products but retaining its core business: life insurance and annuities. New York Life has added such products and services as mutual funds for individuals. It also offers its investment management services to institutional investors. Other lines of business include long-term care insurance and special group policies sold through AARP and other affinity groups or professional associations. The company, through New York Life International, is also reaching out geographically, targeting areas where the life insurance market is not yet established.

Initiative

The leadership team in the call centers wanted to shift the teams mind set from dialing and answering phones to a more purposeful existence. How do you take a culture that for many years was “check in the box” and create a culture of leadership?

Objectives

• Raise the bar for leadership.
• Understand the “why’s” of our business and what we do.
• Create a vision statement.
• Experience and practice opportunities for leadership skills and attributes.
• Create individual leadership action plans on how we are going to live this vision.
• Positively deal with issues of trust and respect.
• Enhance abilities to react to change.

Results

In a four session series we took this group thru the stages of development as a team as well as through individual plateaus and peaks as leaders. The team invested many hours in strategy sessions to answer the hard questions like, what are the “why’s” of our business and what exactly is it that we do? The results were impressive as they went from dialing and answering phones to taking on a leadership role providing its customers with protection and peace of mind. By the end of the session this team was able to give and receive feedback to one another and raise the bar for delivering to its customers.