Loyalty and the Customer Experience for Insurance Consumers

At West Monroe Partners, we define the Customer Experience as the sum of a customer’s interactions with a company across all of its touch-points – including agents, channels, systems, products, and services – and the resulting perceptions about the brand. Research within the Insurance Industry has shown that a policyholder’s perception of an insurance company is developed as a result of their...

Read More

Insurance: Trends in Differentiation and Potential Impacts

With insurance carriers, TPA’s and benefits advisory firms racing to differentiate themselves from the fierce competition for business and talent, there are many trends that shaping up in the industry. Being digital by default: Many firms are offering their employees, customers, clients web and mobile applications to provide both transactional and analytical information to assess risk...

Read More

Building Loyalty One Customer Experience At A Time – Part II

Other brands could learn a lot from the customer engagement DirecTV exhibited during their difficult and challenging outage of the Viacom programming a few weeks ago (see Part I of this post). They have created a loyal following of “Raving Fans” due to their commitment to Customer Engagement, providing a reliable product and high quality programming at a reasonable (though not the...

Read More

Smart Grid Stakeholder Education & Engagement Strategies – be realistic!

Almost every day I see articles about new ideas or technologies to help utilities educate and engage stakeholders on the benefits of Smart Grid and AMI.  Whether it be portals, social networks, mobile apps, colored buttons, or big shiny buses, the reality is that most Communications, Marketing or Customer Operations departments (those most responsible for customer education and engagement)...

Read More
Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
Show Buttons
Share On Facebook
Share On Twitter
Share on LinkedIn
Hide Buttons