Tag Archives: poll

Protection Industry poll – What matters most to protection customers?

In a couple of weeks time I am speaking at the popular Insurance industry conference PROTECT. My slot is focusing on how to put customers first in your business. With direct experience in the insurance sector as well as banking, gaming, utilities and payment cards, I must say I’m looking forward to it. THis has been reinforced by a chance meeting with the CEO of a major bancassurance provider and a meeting with the Commercial Director of another primary insurance provider. I would say they are two of the most customer centric practioners I have come across in the last few years – so it’s a topic resonating with many organisations now.

lexden badgeI like interactive sessions. I ‘m keen to understand if the insurance industry experts know what are the most important attributes from a customer’s perspective?

I will compare the results from this poll against an established consumer study which highlights the most important attributes to customers, as demonstrated by the top 10 customer experience brands in the UK, who outperform the rest of the FTSE 500 by over 950%.

These brands include banks, e-tailers, home delivery and soap companies (there’s even a GI provider in there) highlighting it doesn’t matter what the industry, what matters most/delights customers more is generally the same across sectors. It’s the way it differs is a sector and brand specific play.

So if you are in the world of protection, take 2 mins out and please vote. What do you think are the three most important attributes from the this list?

On the night at PROTECT I will share the results! As well as highlight what the protection industry is doing well in these important spaces and highlight ‘best in class’ examples from other industries and discuss how lessons learnt can be applied back to protection providers to help improve their customer experience.

Poll closes on September 18th 2013.

If you are keen to see the results then come along. Zurich and Swiss Re are also speaking. Or email ‘results’ to jennytyler@lexdengroup.com and I will forward these to you on 20th September 2013.

Posted by Christopher Brooks

Lexden is a Customer Strategy Agency | We put customers at the start and the heart of the marketing strategy.

We work with brands to attract and retain happy customers | We achieve this by helping them to understand what makes their customers tick, building memorable customer experience strategies and creating engaging customer value propositions.

If you like what you’ve read please sign-up to our monthly ‘Putting Customers First’ newsletter.

Or for a discussion on how we may be able to help you, contact christopherbrooks@lexdengroup.com or call us on M:  +44 (0)7968 316548You can also follow us on LinkedIn Facebook and Twitter @consultingchris.

Which customer contact matters the most?

We have started to gather opinions from those who readers our content. Previously we asked, ‘In your opinion, when it comes to a customer experience strategy, which activity will have the biggest impact on ensuring success.’ With the stand out answer being ‘complete several stand out signature experience improvements’ followed by ‘establish a customer culture’, over options such as ‘fix what’s broken’and ‘segment based experience’.

We are now looking to identify which contact with the customer matters the most. When we say matter, we mean which comms have the greatest impact on customer satisfaction, NPS or Effort scores. When we complete customer strategy work with clients we are exposed to some customer interactions which create such a negative impact with the customer, it’s hard for that business to regain the trust that they will need for a long-lasting and mutually valuable relationship. Over time, working on multiple projects, we have started to understand where ‘to fish’ first for the biggest improvement.

We’d like to hear you views on this topic. We’ve picked a handful of the comms that typically come up for review or debate during a customer experience programme. Please indicate which five contact points you think have the biggest impact. If there are other contact points you’d like to add, please complete in the other/comments box.

We will be publishing the results in our July newsletter and on the lexdengroup.wordpress.com blog following that. You can sign up to our newsletter below.

Thanks for your participation. 

Posted by Christopher Brooks

Lexden is a Customer Strategy Agency. We put customers at the start and the heart of the business strategy.

We work with brands to attract and retain happy customers. We achieve this by helping them to understand what makes their customers tick, building memorable customer experience strategies and creating engaging customer value propositions.

If you like what you’ve read sign-up to our ‘Putting Customers First’ Lexden newsletter.

For more information about how we can help you take your customer strategy forward please contact christopherbrooks@lexdengroup.com or call us on M: +44 (0) 7968 316548. You can follow us on LinkedIn Facebook and Twitter @consultingchris.

When it comes to success in customer experience, what makes the difference?

chart

At Lexden we are specialist in all things customer strategy; customer insight, customer experience and customer propositions.

For our next ‘Customer First’ newsletter we would like to find out what you think is most important when it comes to building a winning Customer Experience Strategy.

We’d really appreciate your views. Please take the time to complete the short poll. If you subscribe to our newsletter we will forward you a copy of the complete results along with a new release, ‘Lexden’s Guide to Building a Successful Customer Experience Programme’.

Posted by Christopher Brooks

At Lexden we work with clients to help their brands attract and retain customers. We achieve this by helping them to understand what makes their customers tick, build memorable customer experience strategies and create engaging value propositions.

Don’t forget to view our new Lexden Newsletter Putting Customers First

For more information about how we can help your customer strategy please contact christopherbrooks@lexdengroup.com, or call us on M +44 (0) 7968 316548. You can follow us on LinkedIn Facebook and Twitter @consultingchris .