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Closing the customer feedback loop

Presentation for Introduction to the consumer behaviour

Zsofia Lele

on 29 March 2011

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Transcript of Closing the customer feedback loop

Closing the customer feedback loop Listening to the costumers ... ... is not enough! Focusing on the consumer Dare to ask Front line What customers value Better service NPS Net Promoter Score

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
Full transcript