Farmers Insurance ESP

EAVESDROP DIPSTICK #006 Farmers Insurance ESP eavesdrop.silhouette.perspective ESP.ED006

Eavesdropping on customer perception for Farmers insurance SAMPLE EAVESDROP REPORT All Companies > Farmers Insurance > Agent Perception ESP.ED006 To analyze performance of Farmers Insurance on dimensions like Brand Perception, Agent Perception, Customer Service Experience and Claims handling vis à vis competitors Challenge
Conversations from Consumer Generated Media were analyzed using
Natural Language processing techniques
Domain knowledge encapsulating lexicons
Analytical tools for classification of dimensions
Further analysis includes
Key Drivers analysis: to identify pain points and drivers leading to customer perceptions
Competitive landscape analysis: to benchmark performance against competition
Solution
Consistent problem areas across all brands are Agent Perception, Customer Service Experience and Claims handling
Key drivers analysis revealed low scores on customer advocacy could probably be the reason for the low brand resonance
Process improvement areas got highlighted by the analysis
Take Aways Incompetent Insensitive Passive Rude Unhelpful Unprofessional Untruthful Bad

Extract themes from user generated content across customer touch points Spark viral trends using web 2.0 concepts over the internet Analyze drivers and patterns behind brand perceptions AT KALEIDOSCOPE, WE LEVERAGE SOCIAL MEDIA Page number 6 of 12 Deliverable eavesdrop report on named brands on a periodic basis Deliverable silhouette report on named brands on a periodic basis Deliverable Strategy Consulting to leverage web 2.0 for your brand ESP.ED006 DOMAIN UNDERSTANDING LEXICONS EARDRUM™ MASHUPS SILHOUETTE EAVESDROP TM PERSPECTIVE

Fractal is a leading provider of customer intelligence to consumer-oriented businesses. Fractal's solutions help companies across the globe drive competitive advantage through a deeper understanding of their customer base, and using this understanding to drive intelligent interaction with customers. United States +1 201 633 8728 Rest of the Globe +65 6443 1926 www.fractalanalytics.com India +91 22 6704 2444 kal.eidoscope.com Kaleidoscope SOCIAL MEDIA ESP ESP.ED006 TM ESP

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Farmers Insurance ESP

by Nirmal Palaparthi on Mar 21, 2009

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