It’s a question that so many people in the customer
experience measurement business are asking: They are collecting feedback from their
customers, but what’s next?
Action planning is part of the evolution of how American
Family Insurance does business when it comes to customer experience. The
insurer isn’t just there for their customers during accidents and catastrophes,
they’re listening to the voice of their customer every day.
Maritz Research recently partnered with American Family to
help them take their customer satisfaction data to the next level. Brian O’Connor
of Maritz Research and Katie Churches of American Family Insurance shared their
success story at the Total
Customer Experience Leader’s (TCEL) Summit. The goal was to provide agents
and other employees at American Family Insurance with information to help them
proactively notify customers about rate changes to their premiums.
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