Big Ideas on How Insurers Can Become More Customer Centric

Available On-Demand
Date Held: January 9, 2013
Hosted by: Insurance Networking News
Duration: 60 Mins

In an age of increasing customer expectations, turning customers into fans has never been more challenging for insurance carriers. To retain loyal customers you must offer more than a competitive product; you must provide an exceptional customer experience, underpinning a relationship built on trust. Martha Rogers, Ph.D., co-founder of Peppers & Rogers Group has been recognized for more than 20 years as one of the leading authorities on customer-focused relationship management strategies. During this event she’ll share some case studies and best practices from leading edge organizations.

Providing good customer service is a challenge for many insurers. In order to truly become customer centric, carriers need to re-evaluate their current strategies as many are data centric, forcing your customer service representatives to do a lot of guesswork at the point of interaction. Our discussion will highlight examples, insight and technology that are enabling companies to transition from being data/product centric to customer centric.

During this session we’ll discuss:

  • How to leverage innovative tools and strategies to understand, anticipate and predict customer needs
  • How to maximize revenue with cross-sell, up-sell and retention offers
  • How to reduce costs while improving service
  • Why "Extreme Trust" is suddenly imperative and what to do about it

Join us on January 9, 2013 at 12:00PM ET / 9:00AM PT for this complimentary one-hour webinar for carriers who are looking to improve their customer service in 2013.

Martha Rogers, co-founder, Peppers and Rogers Group
Chris Blatchly, Pegasystems Global Business Line Leader

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