| |
Current research proves that the quality of service
your customers have - at every touch point -
will determine if they will continue to do business with you. |
| |
Every auto, motorcycle, boat, RV and home loan is
a potential touch point for a service experience – many times
over – whether the customer has his own insurance coverage
or not! |
| |
The Customer!
In a recent study by Deloitte Consulting (2000) entitled ‘Myth
versus Truth,’ financial consumers defined Quality to mean: |
| |
|
- Is it easy to solve problems?
- Are personnel friendly and eager to help?
- Am I recognized?
- Am I treated as a valued customer?
- Am I receiving personal, caring service?
|
| |
- For every customer that complains there are 24 others that
don’t – they simply take
their business elsewhere.
- Thirty-seven percent of dissatisfied customers of large ticket
services, like loans and insurance, do not complain -
50% of these will not use you again.
- Customers with small problems tell on average 10 others, customers
with LARGE PROBLEMS tell 16 others.
|
| |
Having high risk insurance premiums force placed on
loans when members have insurance, particularly when a customer
has notified the financial institution or its Administrator multiple
times. With most Administrators, this happens on average 50%
of the time. This definitely is a large problem!
It doesn't have to be this way. |
