Group items tagged

Types needed: - descriptive (objective interaction facts) - subjective (perception) - outcome (customer action) What do the do with the measurements: - get them out daily - predict behavior - measure loyalty - guide employee actions Difficulties: - organizations trying to further subsegment stuggle to gather and organize data - causation difficult with multiple programs running simultaneously

Most companies try to hard and should instead focus on making it easy for customers.

This report examines four trends that will influence the 2012 strategies of North American insurance eBusiness teams: 1. Insurance eBusiness executives will become obsessed about their customers 2. Get serious about how to collaborate better with their agents 3. Focus on the infrastructure that supports the digital business 4. Refine their thinking about what eBusiness means to the insurance ecosystem

Consumer technologies like mobile, games, and social are shaping new demands for customer-insurer engagement. Th ese expectations are resulting in declining customer loyalty, rising customer demands, and growing use of mobile and social applications.