Jewellery insurance specialist TH March has set out a ten year plan to put the customer experience front and centre, as the Americans say. As the UK High Street declines and the number of jewellers shops shrinks to single figures in many towns, TH March will need to diversify from its core base to win new clients in the future.
Here is the press info;
TH March has set out a bold new vision to be the elite insurance broker of choice, protecting and enriching the lives of its customers, employees, partners and business communities. The UK’s leading jewellery insurance broker says it is “making a public promise” to uphold the highest standards in everything it does.
TH March has released its Vision, Mission and Values ahead of its 135th anniversary year. Forming part of its ten-year strategy, it will ensure the firm continues to put its customers first as it embraces new ways of working. The document, which summarises the company’s ethos and approach for the first time, was inspired by customer feedback. Each year, TH March carried out a customer survey via impartial third party
assessors ‘Investor in Customers’ and the Vision, Mission and Values was based on what its customers said about the company.
The launch of the Vision, Mission and Values follows the company’s brand refresh, which included a new website that makes TH March more accessible to customers. It also reflects the company’s commitment to best practice spearheaded by the Financial Conduct Authority (FCA), including the new guidance for the fair treatment of vulnerable customers.
Neil McFarlane, CEO of TH March, said: “The ethos we have set out – of uncompromising quality and genuinely putting the customer first – is not new. In fact, it has served us well for the last 135 years. However, this is the first time we have encapsulated our unique approach and made a public promise to customers to treat them in a particular way. We have always been transparent with our customers. Our Vision, Mission and Values take that a step further. This is an important moment for TH March because all our customers now know exactly what to expect from us.”