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Closing the customer feedback loop
Transcript of Closing the customer feedback loop
Ultimate Question Promoter Passive Detractor Why do people like using NPS? 40% of new customers state that a recommendation
from an existing customer was a factor in choosing Allianz. What happened at the Health Insurance Departement? Motivating the front line How likely would you be to recommend this company or product to a friend or a colleague? Why they would be likely or unlikely to recommend the company or product? How can companies gather information
and opinions from
customers via Internet? www.epinions.com Specific sites Social Network E-mail surveys Customer focus at Allianz http://www.youtube.com/watch?v=lckcJeae5Ds http://www.youtube.com/watch?v=JOwG1iNpe_A&feature=player_embedded Delays in reimbursements