How can companies ensure that they offer a better customer experience and meet or exceed policyowners’ service expectations? How do channel preferences vary from one type of service to another?
- Research Abstract
- Distribution Channels
- Full Service Broker-Dealer
- Independent Broker-Dealer
- Agency Building
- Multiple Line Exclusive Agency (MLEA)
- Independent Agency/Brokerage
- Customer Experience
- Individual Insurance
- Insurance Products
- Life Insurance
What are policyowners’ preferred channels for service: online, through financial professionals, or direct from companies?
Do life insurance policyowners want online service options, and how important is it for these services to be accessible from their mobile devices?
How can companies achieve their customer service goals? What are life policyowners looking for when it comes to service from their companies? How have they received service in the past and was this service satisfactory? How do they want to receive service in the future? Are personal or electronic means of service preferred and how does this vary by the type of service received?
Digital Service Preferences: Life Insurance Policyowner Service Preferences through Web, Mobile, and Social (2014)
Are policyowners interested in using companies’ websites for service or connecting via social media? Do they want to access them from mobile devices?
Meeting Service Expectations: Company Policyowner Service Options for Life Insurance and Annuities (2014)
When policyowners seek service from your company, multiple channels and quality service through each helps respond effectively. How are companies like yours meeting customers’ service needs and expectations?
How valuable are insurance and financial services companies’ website, mobile, and social media communications to consumers?
Ever called a customer service line and tell your story only to have to tell it all over again when you were transferred to another person?