Case Study: Verisk Claims Feedback Management System
Verisk Analytics
Sr. Manager CX Strategy
2021 – 2023
Build your customer loyalty with a brand promise that says “We are Listening”.
Satisfaction
56%
Most companies treat me as a number
Expectations
73%
customers expect companies to understand their unique needs
Efficiency
83%
of customers expect to solve complex problems by talking to one person
Source: Salesforce State of the Connected Customer May 2022
Key Take Aways
Listen and collaborate with customers to
- Increase customer satisfaction
- Deliver on your brand promise
- Boost customer loyalty
- Increase wallet share and recurring revenue
- Reduce costs with automation
- Cultivate a brand perception as a trusted advisor
Summary
lorem ipsum
Opportunity
The lifeline for understanding the health of a customer relationship begins with customer feedback. Gathering that feedback requires strategic decisions to choose the optimal touch points with customers that will deliver the most effective feedback at key moments that matter.
As Senior Manager of Customer Experience my key responsibility was to understand how to identify those moments in the customer journey and advise on the appropriate methods for gathering that feedback. I developed and maintained what I termed a Customer Feedback System.
Challenges
It was a siloed product environment with waterfall processes, individual roadmaps, thoughts and ideas that did not take into consideration customer needs or wants. Concepts that would lead to wasted efforts and resources.
A new approach was needed and at the time I was lucky to have that understanding that what was needed was a customer first approach.
We needed a partnership with our customers. A collaborative relationship that showed that we were listening.
Outcome
The first step was to implement behavior analytics on our digital platforms. Sounds intuitive today but this communication system coordinated multiple workflows to ensure that customer feedback was tracked and reported on its metric for success.
After the initial customer sentiment is tagged to relevant product improvement using Atlassian, the initial communication is broadcast to the customers and proves that we are listening.
When the roadmap work is completed, we close-the-loop with a notification to customers that the work is live in production using platform messaging.
It is important to build a sense of collaboration with your customers and this type of messaging reinforces that your work is the result of direct customer feedback. Most importantly that your business is a partner to their needs.