How we helped Pru Health speak the language of their customers

Arjan Toor, CEO of Prudential Health explaining the strategy to employees

There’s nothing more satisfying than seeing your work make a difference to a client’s business. So we were chuffed to see Arjan Toor, CEO of Prudential Health, writing on LinkedIn about the profound impact of our work.  

In Two years in: What I've learned about strategy, Arjan reveals what happened when Pru Health began to really hear how their customers speak. That listening began after Arjan and his team had asked us to help them articulate their vision and customer promise. Our solution? Incorporate the actual words of customers into such statements. 

We took the same approach to translating the team’s business strategy. What had begun life as a jargon-heavy deck became a set of clear, simple actions expressed in the real, day-to-day language of customers.

The whole exercise even led Arjan to re-shape his team according to what matters most to customers. That team now includes people with titles like 'Head of Ending Worry and Hassle'.