HH FINANCE & INSURANCE
Superior Customer Experience: Redefining Value in the Insurance Industry
Today, the consequences of subpar service are amplified by the speed and reach of social media. One poorly handled claim, one mistake captured on a smart phone, can escalate quickly into a brand-damaging crisis. This is just one reason firms should increase their focus on providing great customer experience.
COURSE OVERVIEW​
The difference between great and poor customer service has always been clear, and businesses on the wrong end of this spectrum usually pay a price. This is as true for insurance as it is for any other customer-facing business.
Delivering a superior customer experience takes more than developing a mobile app or adding call centre staff. It requires significant investments, relentless improvements and collaboration across customer channels and business functions, from distribution and underwriting to claims handling.
Globally, the link between customer experience and financial impact has been seen across industries. Research indicates a strong correlation between customer experience and the growth of life and accident and health premiums.
This course Includes a case study: The McKinsey Report on China Insurance.
Duration
6 days
Venue
Heirs Holdings Academy Learning Centre, Afriland Towers
Date(s)
March 9 - 11, 2022 March 16 - 18, 2022
WHO TO ATTEND
Analyst, Senior Analyst, Middle and Senior Level Managers in the business.
INDIVIDUAL OUTCOMES
The programme will strengthen your capacity to:
improve your performance on customer service experience
deliver superior customer experience leading to customer delight
improve teamwork and synergy within various teams
satisfy internal and external customers
achieve competitive advantage in the insurance market
COURSE CONTENT
- Barriers to Superior Customer Experience
- Customer Insights and Understanding
- Customer Experience Strategy
- Customer Experience Metrics, Measurement and ROI
- Transforming the Customer Experience in Insurance
- How to build Customer-Brand Relationships (CBR)
- Digital collaborations between firms and customers in platforms
- Leadership: How to apply the Heirs Holdings culture into the customer value proposition