LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

Introduction to LV=

Where we came from

Life as a mutual

Our position in the market

# customers

# members

# employees

Liverpool Victoria

Friendly Society

Founded in 1843

LV= rebrand in 2007

Today we have

5.7m customers

1.1m members

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

To be Britain’s best loved insurer

our vision

Know your stuff Don’t wait to be asked Make it feel special Treat people like family

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

LV= is it’s

people…

Internal Communications is at the

very heart of that - working with

the business to drive engagement.

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

Empowerment • Encourage ownership and

responsibility

• Support continual learning

and development

• Empower our people to do

what’s right for the customer

our people

EMPOWER

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

Recognition • Openly through ideas and

suggestions

• Directly using ecards,

monetary awards and

nominations

• Gamification

our people

EMPOWER

RECOGNISE

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

Celebration • Awards ceremonies

• Long service awards

• Birthdays

• Gifts

our people

EMPOWER

RECOGNISE

CELEBRATE

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

Having fun! • Summer parties

• Christmas parties

• Themed office days

• Charity days

• Volunteering & community

involvement EMPOWER

RECOGNISE

CELEBRATE

FUN!

our people

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

LV=

UK HPO

UK Fin

UK Ins

employee engagement

Survey and benchmarking by Towers Watson

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

Boomers Gen X Gen Y Gen Z

Employees 4.5% 22.9% 45.5% 1.5%

Leaders 2.2% 17.1% 6.1% -

Signature

product

Comms

media

communication preferences

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

in-house

Digital Signage

@LV=

Wikis

Groups

Forms

Profiles

Pics

Events

Discussions

Ideas

LV= Intranet

Q&A

News

Skills

Quals

Comments

digital

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

LV= Intranet

@LV= Robot 2 min ago

@LV= Robot 5 min ago

@LV= Robot 6 min ago

@LV= Robot 7 min ago

Welcome to @LV - #didyouknow you can post public updates

on what you’re doing and share them with your followers and

LV=?

#didyouknow that you can post directly to people using a

‘@mention’, enter a ‘@’ and start typing the person’s name…

#didyouknow if you’ve joined a group, you also can post to it

directly using the ‘@mention’ (eg @intranet)

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

digital layering

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

350 active groups

…by 3,000 people

22,100 comments

710k story

pageviews

+24% unique

pageviews

+19% story

pageviews

+5% story

viewtime

25,000 answers!

14,200 questions

Source: Intranet analytics: 2014 v 2013 | !nnovate: Sep ’14 – Sep ’15 | Resolv=: Aug ’13 – Sep ‘15

digital input/output

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

a culture... of doing the right thing homeworking

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

Severe weather D-Day Veterans

Dover storms

a culture... of doing the right thing

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

results

Customer Satisfaction LV= UK CSI Employee Engagement

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

LV= | PETER SINDEN & KAREN MARTIN CULTURE EATS STRATEGY FOR BREAKFAST

Thank you. :)