Case Study

Case Study: How PURE Insurance Built A Customer-Obsessed Business

January 1st, 2018
With contributors:
Harley Manning , Dylan Czarnecki

Summary

From its founding in 2006, Privilege Underwriters Reciprocal Exchange (PURE) set out to create a customer-obsessed business model that was differentiated from competitors. The result is a company that has grown 40% or more each year and has one of the highest Net Promoter Scores (NPS)℠ in any industry. This case study offers lessons to other companies about how they can create a customer-obsessed business model or evolve their culture to counter threats from customer-obsessed challengers.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.