It’s a question that so many people in the customer experience measurement business are asking: They are collecting feedback from their customers, but what’s next?
Action planning is part of the evolution of how American Family Insurance does business when it comes to customer experience. The insurer isn’t just there for their customers during accidents and catastrophes, they’re listening to the voice of their customer every day.
Maritz Research recently partnered with American Family to help them take their customer satisfaction data to the next level. Brian O’Connor of Maritz Research and Katie Churches of American Family Insurance shared their success story at the Total Customer Experience Leader’s (TCEL) Summit. The goal was to provide agents and other employees at American Family Insurance with information to help them proactively notify customers about rate changes to their premiums.
Check out the full videobelow to see highlights from the TCEL presentation and hear more about how action planning is making a difference.