In face of this fast-information-spreading world and fast development of different channels, insurance companies should make more effort to build distinctive brand image in a comprehensive way. To strengthen delivered brand image, insurance companies should pay more attention to the moment that customers interact with insurance companies.
Is your organisation currently going through transformation? The answer from the clear majority of HR leaders we spoke to was an emphatic ‘yes’. And the few who said they weren’t currently in a period of actual transformation did feel they were evolving or changing in some way.
There’s no doubt that CX is a big business and it’s getting bigger. Some estimates put the measurement and implementation of CX programmes at $11 billion globally by 2020.
Let’s cut to the chase: a truly successful enterprise feedback management programme (EFM) is designed with the corporate strategy central to the programme and has links to seven key functions of an organisation, starting with the C-Suite.
Getting Sticky - Brand managers want emotionally attached customers!
This white paper outlines key tenets of the roadmap for target-setting success. We will address the importance of determining the right overall VOC measures and laying the right foundations. This includes establishing a target time horizon for corporate VOC targets, determining relevant KPIs, cascading targets to operational units – and then tracking performance against targets.
All too often, clients tell us that they have “no problems” with customer loyalty simply because ongoing customer satisfaction surveys tell them their customers are “satisfied". However, we’ve learned from our experience that mere “satisfaction” cannot be equated with true loyalty.
Nine in ten Canadians (93%) say they tend to buy from companies they trust more.
Explore the causes, effects and changing nature of customer service expectations. Our latest data suggests that expectations have a role to play in understanding the link between the day-to-day of customer experience and overall brand relationships.
The relationship status between people and their brands should, like human relationships on Facebook, sometimes be labelled “It’s complicated”. Why? Because we live in a systemic world where things exist and function in relation to one another, rather than as independent entities, not unlike the world of human relationships as viewed through the lens of social media.