Exstream Impact Exclusive: Anthony O’Donnell of Insurance Innovation Reporter Says Consumers Dictate the Terms of Engagement
Anthony O’Donnell, executive editor and founder of Insurance Innovation Reporter and former executive editor of UBM Tech’s Insurance & Technology, discusses the “consumerization” of technology and its impact on how insurers engage with customers.
Picture this: The results from your customer satisfaction survey are in and they aren’t good. Your members are finding that the Explanation of Benefits statements (EOBs) you send monthly are difficult to understand, lack clarity and personal relevance, and don’t make them feel confident in managing their health.
“Social media will trigger better customer engagement in 2014 – from mitigating long wait times to overcoming the automation of call center queues – and if companies don’t tune-in, consumers will switch to another provider, shares Avi Greenfield, HP Exstream Portfolio Innovation Manager.
In 2013 alone, 51 percent of U.S. consumers switched to another service provider, citing poor customer service. Not only is this up five percent from last year, it reflects $1.3 trillion of revenue at play in the U.S. market represented by the “switching economy.”
In part two of his series exploring the untapped potential of effective customer communications, director of BoagMcCann and Chair of the Information Design Association Andrew Boag, explores the ROI that happens once you change your customer relationship status from “it’s complicated” to “in a relationship.”
Andrew Boag, director of international information design company Boag McCann and Chair of the Information Design Association, uncovers the untapped potential of effective customer communications in a two part series for Exstream Impact. Join us for part one around how to take the complexity out of your customer relationships.
Teresa Hansen of Electric Light & Power Talks about the Move from Consumers to “Pro”sumers and How the Utilities Industry has Changed in 20 Years
During CS Week, HP Exstream connected with influencers in the utilities space, including Teresa Hansen, a veteran with more than 17 years of experience in the industry and the current editor-in-chief of Electric Light & Power. We asked Teresa the below questions to gauge her thoughts on the current landscape and future outlook of the industry.
Avi Greenfield, product strategist for HP Exstream, presented "Driving Outstanding Customer Experiences with Strategic Content Management" at the 2013 Document Strategy Forum in Greenwich, CT.
Tom Clayton, HP Exstream Healthcare Industry Specialist, provided this guest blog on how healthcare payers can deliver a better member experience.
Information design expert Robert Linsky shares what he has learned over the last 20 years when it comes to effective customer communications.
The smart meter is an electronic meter that keeps detailed statistics on electric, gas and water usage allowing utility companies to retrieve data without traveling to the location.
As we continue to cover best practices and hot topics around driving loyalty and increased satisfaction among customers, Exstream Impact will post “Lesson Learned,” a weekly column dedicated to exploring popular brands that are redefining the customer experience and eliciting positive stories from happy and loyal fans.
Grange Insurance’s CIO, Michael Fergang, dives into consumerization and how companies can reach customers in a new way.
Guest Blogger, Michael Fergang, CIO of Grange Insurance
Michael Fergang is the chief information officer at Grange Insurance, a Columbus, Ohio-based insurance company. He recently received an Elite 8 Award from Insurance & Technology magazine for his work in driving technological innovation, development and implementation. Fergang is a long-tenured expert in developing customer experience best practices in the insurance industry.
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