1.
Hearts, Heads and Hands
If you want to connect with
employees in a
measureable, mobilizing
meaningful way
Stephani L. Gordon
Zurich Insurance Group
North America Commercial
October 2014

2.
About Zurich Insurance Group
• Globally, Zurich provides a wide range of general insurance and life insurance products
and services in more than 170 countries.
• We are headquartered in Zurich, Switzerland, where we were founded in 1872.
• In North America, Zurich is a leading commercial property-casualty insurance provider
serving the global corporate, large corporate, middle market, specialties and programs
sectors.
• We are more than 55,000 employees globally and 10,000 employees in North America.
• 35 offices with >25 employees; 64 offices with <25 employees
• Average employee tenure at Zurich 10 years
• 2012 marked Zurich's 100-year anniversary of insuring America and the success of its
customers, shareholders and employees.

3.
This story begins with the
purpose of internal
executive communication…
To align and inspire
employees to achieve
organizational goals

4.
We align by defining
expectations.
What do we want to achieve?

5.
And by updating progress.
How we are doing?

6.
We inspire by stimulating interest…
…and excitement.

7.
And by fostering trust through
inspirational, accessible
leadership interactions.

8.
Define expectations
Stimulate
interest
Foster trust
Update
progress

9.
The elements of the
executive comms plan
are pretty traditional.

10.
Speeches

11.
Speeches
Presentations

12.
Speeches
Appearances
Presentations

13.
Speeches
Video
Appearances
Presentations

14.
Speeches
Video
Appearances
Presentations
Interaction / Listening

15.
Speeches
Written Messages
Video
Appearances
Presentations
Interaction / Listening

16.
Speeches
Written Messages
Video
Appearances
Presentations
Interaction / Listening
Meetings

17.
But we’ve tried to take
a fresh approach –
borrowing from
marcomm, social and
Readers Digest

18.
Executive messaging
that Defines
Expectations and
touches hearts as well
as heads

19.
Interactive and conversational

20.
Personal and relevant

21.
Casual enough to go with sneakers

22.
Helps people feel connected to
the strategy…

23.
You know the strategy
messages are resonating
when people set it to music…

24.
StrateZ rap

25.
How are people responding?

26.
This is the "best written" results email I have
ever seen … and wanted you to know I really
see a difference. Your "every day language"
was really effective. Also LOVED LOVED
LOVED the call outs to our employees who
are going above and beyond. – Angela,
colleague

27.
This is the "best written" results email I have
ever seen … and wanted you to know I really
see a difference. Your "every day language"
was really effective. Also LOVED LOVED
LOVED the call outs to our employees who are
going above and beyond. Thanks for your work
on this. – Angela, colleague
FABULOUS email communication!
Wow. – Roger, Head of Property
Very clear messaging. Feel that this
article will resonate with the staff.
Excellent explanation of the various
factors that impact results - should help
ALL employees better understand how
their contribution makes a difference. –
online comment

28.
FABULOUS email communication!
Wow. – Roger, Head of Property
I thought the total perspective was spot on
and the examples highlighted how every
employee can help with both premium
growth and expense reduction; going
beyond their job description. – online
comment
Very thoughtful, authentic and genuine. – Hannah, colleague
This is the "best written" results email I have
ever seen … and wanted you to know I really
see a difference. Your "every day language"
was really effective. Also LOVED LOVED
LOVED the call outs to our employees who are
going above and beyond. Thanks for your work
on this. – Angela, colleague
Very clear messaging. Feel that this article will
resonate with the staff. Excellent explanation of the
various factors that impact results - should help
ALL employees better understand how their
contribution makes a difference. – online comment
This was the best holiday message to come from
Mr. Foley to date. He covered the right topics and
set the correct tone. Well done. – online comment

29.
Executive presentations can
Update Progress without
putting people to sleep

30.
• Modular
• On-demand
• Bite-sized
• Real people
• Unscripted
• Lively
• Good stories

31.
infoShare on Demand teaser

32.
How are people responding?

33.
I really like this format -
conversational, easy to
follow, playable when
business isn't pressing,
etc. THANKS! – online
comment

34.
I LOVED the video. I feel like I started to
know my co-workers in other offices.
Hearing their voices and their stories of
success in short bursts was really
interesting.– online comment

35.
It was so nice to see both of you in a casual
relaxed atmosphere. It showed the
employees at Zurich that we are all still
human and can just enjoy a few minutes of
"down time" to acknowledgement and
recognize each other. – Julie, colleague

36.
It IS possible to use
Powerpoint without
becoming a target of
rotten tomatoes.

37.
Showing (not just telling)

38.
Analogies that illuminate

39.
Infographics

40.
Appeal to heart and head

41.
Make it personal

42.
Enable great storytelling

43.
How are people responding?

44.
I’ve been with Zurich for 13
years and I’m so impressed
with the progressions of the
InfoShares over the past few
years. You’ve made
complicated topics easy to
understand for all levels of
the organization. – online
comment

45.
Just a quick note to say that this
presentation was the best I've seen in my
11 years w/Z.’ – online comment
I’ve been with Zurich for 13 years and I’m
so impressed with the progressions of the
InfoShares over the past few years. You’ve
Just a note to say that my impression … is that Mike’s InfoShares
are well done and well received. It seems that Mike is hitting mark
with the right level of data. – Rick, Ic ojluleasgtu ewant to take a few moments to let
made complicated topics easy to
understand for all levels of the
organization. – online comment
Words cannot express...Thanks! It will add
polish and even more clarity to my context
setting. We actually discussed the
InfoShare and understood it....., we liked
it...we really liked it - Linda, colleague
you know how impressed I was with the
infoShare…fabulous job… bringing it
down to a level where everyone can
relate. We found it not only informative,
but we also found it enjoyable. Many of
those images brought the information to
I listened in to the InfoShare yesterday and I thought it
was the best one I'd heard so far... I really liked the
energy and enthusiasm. And not being a numbers
person myself, I felt that Mike and Mary and the team
really made our results translate in a language I could
understand. - Brett, colleague
life. – Michelle, colleague
Great job pulling together InfoShare -- a very positive
message, clear, well-put together -- and good energy in the
room! – Geno, Head of Strategic Execution

46.
Just a quick note to say that this
presentation was the best I've seen in my
11 years w/Z.’ – online comment
Just wanted to say well
done... I may have told you I
used to snooze through the
InfoShares and now they are
engaging and approachable
and I stay awake through
the whole thing! – Moira,
I’ve been with Zurich for 13 years and I’m
so impressed with the progressions of the
InfoShares over the past few years. You’ve
made complicated topics easy to
understand for all levels of the
organization. – online comment
Words cannot express...Thanks! It will add
polish and even more clarity to my context
setting. We actually discussed the
InfoShare and understood it....., we liked
it...we really liked it - Linda, colleague
Just a note to say that my impression … is that Mike’s InfoShares
are well done and well received. It seems that Mike is hitting mark
with the right level of data. – Rick, colleague
I listened in to the InfoShare yesterday and I thought it
was the best one I'd heard so far... I really liked the
energy and enthusiasm. And not being a numbers
person myself, I felt that Mike and Mary and the team
really made our results translate in a language I could
understand. - Brett, colleague
I just want to take a few moments to let you know
how impressed I was with the infoShare…fabulous
job… bringing it down to a level where everyone can
relate. We found it not only informative, but we also
found it enjoyable. Many of those images brought the
information to life. – Michelle, colleague
Great job pulling together InfoShare -- a very positive
message, clear, well-put together -- and good energy in the
room! – Geno, Head of Strategic Execution
colleague

47.
How do you Stimulate
Excitement with an(other…)
executive meeting?

48.
Engage with interaction

49.
Inform with panache

50.
Dynamic ambiance

51.
Make it tactile
…and throw
in a bear
every ten
minutes.

52.
Burning the note

53.
How are people responding?

54.
The slides and presentation was
excellent right on point on what each of
us need to take away from the results of
operations and the next steps of what
we need to deliver. – survey comment

55.
Congrats on the meeting today. It
helped me get centered on our
2013 "acceleration" points. All the
extra touches from the story telling,
the customer seat at the table, the
music, the printed materials …
really made for a worthwhile day. –
survey comment

56.
Fantastic meeting. Very well done.
Content completely digestible, totally
connected the dots. Speakers well
prepared. Very energetic. Just very
good all the way around. – Lori Ann,
colleague

57.
Cultivating executive
interactions to Inspire Trust
and Confidence

58.
Accessible participation
Team Spirit Day

59.
A Big Reveal
Team Spirit Day
New Headquarters

60.
Kids and puppies
Team Spirit Day
Fundraising
New Headquarters

61.
Serious fun
Team Spirit Day
Fundraising
Dunk Tank
New Headquarters

62.
Fundraising
New Headquarters
Give genuinely
Team Spirit Day
Dunk Tank
Volunteer of the Year

63.
Fundraising
Servant leadership
New Headquarters
Team Spirit Day
Dunk Tank
Volunteer of the Year
Daffodil Days

64.
Fundraising
Bake Sale
New Headquarters
Lead with heart
Team Spirit Day
Dunk Tank
Volunteer of the Year
Daffodil Days

65.
Bake Sale – Global Community Week 2013 video

66.
Case study in sacrilegious
communications
67
(No executives were
harmed in the execution of
this campaign)

67.
Mosaic of progress video

68.
Creative…
69

69.
Creative…
70

70.
A little surprising…
71

71.
A little unexpected…
72

72.
…Very effective

73.
Kudo's for linking our aspired mindsets
and behaviors into our every day life and
focusing on how each individual can make
a difference!!! It's the little, every-day
things that matter. – online comment

74.
A fabulous interactive and an informative tool
delivered in a fun medium. Thank you. –
online comment
I was on the Catalyst call today
and want to tell you both how
excited I am to be a part of this
fun, new initiative! Very cool
Hi there - I had to send you a note - the Mosaic is
awesome - very catchy and fun. AWESOME WORK!
– Nuala, colleague
I admire your willingness
and excitement to step out
of the box -- phenomenal! –
Ali, colleague Kudo's for linking our aspired mindsets and
behaviors into our every day life and focusing on how
each individual can make a difference!!! It's the little,
every-day things that matter. – online comment
I admire your willingness
and excitement to step out
of the box -- phenomenal! –
Ali, colleague
idea! – Patty, colleague

75.
A fabulous interactive and an informative tool
delivered in a fun medium. Thank you. –
online comment
What a great and simple way for
us to illustrate our progress over
the past few years. I also loved
all of the hype as well. It made
me very curious. Great work! –
I was on the Catalyst call today and want to tell you both
how excited I am to be a part of this fun, new initiative!
Very cool idea! – Patty, colleague
Online comment
Hi there - I had to send you a note - the Mosaic is
awesome - very catchy and fun. AWESOME WORK!
– Nuala, colleague
I admire your willingness
and excitement to step out
of the box -- phenomenal! –
Ali, colleague Kudo's for linking our aspired mindsets and
behaviors into our every day life and focusing on how
each invdividual can make a difference!!! It's the little,
every-day things that matter. – online comment

76.
What a great and simple way for us to
illustrate our progress over the past few
years. I also loved all of the hype as well. It
made me very curious. Great work! –
Online comment
A fabulous interactive and an informative tool
delivered in a fun medium. Thank you. –
online comment
I admire your willingness
and excitement to step out
of the box -- phenomenal! –
Ali, colleague
I was on the Catalyst call today and want to tell you both
how excited I am to be a part of this fun, new initiative!
Very cool idea! – Patty, colleague
Hi there - I had to send you a note - the Mosaic is
awesome - very catchy and fun. AWESOME WORK!
– Nuala, colleague
Thoroughly enjoyed the mosaic. what a unique
concept! – online comment
Kudo's for linking our aspired mindsets and
behaviors into our every day life and focusing on how
each invdividual can make a difference!!! It's the little,
every-day things that matter. – online comment
I love it. Fun +
work. Excellent. –
online comment
I love everything about this
fun and interactive portal! –
online comment

77.
Measuring the
effectiveness of executive
communications

78.
Employee Engagement Survey
79
Overall engagement score
2011
57

79.
Employee Engagement Survey
80
Overall engagement score
2011
57
2013
66

80.
Employee Engagement Survey
81
Overall engagement score
2011
57
9 point improvement
2013
66

81.
Employee Engagement Survey
82
Information and Communication score
2011
64

82.
Employee Engagement Survey
83
Information and Communication score
2011
64
2013
76

83.
Employee Engagement Survey
84
Information and Communication score
2011
64
12 point improvement
2013
76

84.
Employee Engagement Survey
85
Leadership and Vision score
2011
43

85.
Employee Engagement Survey
86
Leadership and Vision score
2011
43
2013
57

86.
Employee Engagement Survey
87
Leadership and Vision score
2011
43
14 point improvement
2013
57

87.
Hearts, Heads and Hands
If you want to connect with
employees in a
measureable, mobilizing
meaningful way
Stephani.gordon@zurichna.com
Stephani.gordon@gmail.com