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Case Study – Global Insurer
Case Study

Case Study – Global Insurer

A Global Insurer focussed on generating renewals amongst home and car insurance customers wanted to find ways of ensuring that if any customer had a less than satisfying experience with them, they would be able to ensure that each customer could be contacted and saved from potentially moving their policy to a competitor.

Nielsen was employed to integrate its customer listening technology into the call centre, allowing them to acquire huge amounts of customers’ feedback on the experience.  The technology allowed for closed-loop feedback, with team-leaders being notified immediately after the interaction when a customer had had a bad experience with them.  The call centre was then able to call the customer back and attempt to save them from switching away, with dramatic results for the business.

For more information on Nielsen Customer Experience, please click here.

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Case Study – Global Insurer

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