Specialists in short-term insurance, MiWay has a turnover of 1bn RSA achieved in less than five years. See how leadership from the top has built the brand, with the CEO 'owning' CE.

1. MiWay presentation
Providing leadership to influence
customer experience
René Otto
13 March 2013

2. MiWay built a company:
• With 170,000 clients
• Turnover of R1 billion p/a
• Over 1,000 staff members
• In 4 ½ years
About MiWay
MiWay is essentially:
• A service orientated business
• Customer experience is paramount

3. The MiWay Story
1. The Regulatory Landscape
2. MiWay’s customer experience: three key
differentiators
3. Four core values
4. Value of accountability
5. Value based culture
6. How do we know it works?
7. How did we achieve this?

4. • Consumer Protection Act
• Treating Customers Fairly
• Good business sense for sustainable success
1. The Regulatory Landscape

5. 2. MiWay Customer Experience
Designed around three key differentiators, namely:
• Unique on-line experience
• Loyalty rewards regardless of claims made
• Client service focus embedded in culture

6. Culture is based on four core values, namely:
• Freedom
• Attitude
• Energy
• Accountability
3. Core Values

7. 4. Value of Accountability
• The value of accountability specifically relates to
keeping promises made to our customers.
• We have zero tolerance approach to staff who don’t
keep promises to clients.
• If you can’t get something basic right , you can’t
work at MiWay.

8. 5. Values Based Culture
The values based culture, which forms the invisible
force that drives behaviour towards colleagues and
customers, is inculcated through:
• Induction
• Peer review (weekly Samurai Sword floating trophy)
• All forms of communication built around the four
values.

9. 6. How do we know it works?
• Hellopeter.com – in management’s email in-boxes
• Ask Afrika Orange Index Award
• Deloitte’s Best Company To Work For
• Ombudsman Award
• Feedback on Website

10. 7. How did we achieve this?
• Leadership from the top
• Actively managing Hellopeter rating
• Courageous decision to allow client feedback on
MiWay website
• Engagement of every staff member via peer review
• Making heroes of those who display the right
behaviour
• Zero tolerance of wrong behaviour

11. 8. How did we achieve this?
• Believing in our people
• “It is not the task of leadership to put greatness into
people, but to elicit it – the greatness is there
already.” – John Buchan.

12. • CEO needs to ‘own’ customer experience, together
with the rest of the team. Its not a function that can
be delegated to an Exco role. It requires leadership
from the top.
• Courageous decisions often lead to great rewards.
• Culture drives behaviour. The right culture drives the
right behaviour.
• Staff engagement is a winning recipe.
9. Narrative

13. Thank you