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nib award for 'Thinking like the Customer'

nib health funds (nib) has been recognised for outstanding customer service by taking out the prestigious Best Customer Experience Improvement Initiative of the Year Award at the PEX Conference in Sydney this week.

The award is part of Process Excellent Week (PEX) Australia, which recognises innovative and forward-thinking organisations in the fields of business improvement and customer experience across the Asia-Pacific region.

nib received the award for its Think like the Customer Program, or TLC, which has established and continues to reinforce a culture of continuously improving the customer experience and overall performance of the business.

nib Group Executive Australian Residents Health Insurance, Rhod McKensey, said that since the introduction of TLC in 2013 nib has achieved significant results for customers and the business.

"TLC is about establishing a culture of putting customers first by truly understanding what they need and delivering on this in an efficient, disciplined and fact-based manner," Mr McKensey said.

"In doing this we are empowering our people to be innovative in their thinking and constantly searching for better ways of working and servicing our customers."

nib beat out a strong field of contenders, including the Commonwealth Bank, to claim the award.

"This is an outstanding achievement that demonstrates how we as a business continue to punch above our weight in delivering process excellence and customer improvement.

"It also highlights the outstanding commitment of our employees to deliver on this strong customer-centric culture we are driving within nib."

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