Driving Up Customer Retention
Many claims managers and executives believe that if you improve customer service, you will get higher customer service scores. Also, that if you get higher customer service scores, you will get a higher retention rate. However, most customer service experts have abandoned that model.Higher customer service scores are important, but do not directly translate into a higher retention rate. There are many factors of customer service that impact retention rate, yet the single most important factor is rarely focused upon.
This session will reveal the single most important factor in driving up customer satisfaction AND customer retention rate, that is primarily in the control of the claims department. It will also provide some simple tips on how to apply that factor into everyday claims handling.