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.
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