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Farmers Insurance ESP


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ESP presents an eavesdrop dipstick on Farmers Insurance

Published in: Business, Economy & Finance
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Farmers Insurance ESP

  1. 1. EAVESDROP DIPSTICK #006 Farmers Insurance ESP eavesdrop.silhouette.perspective ESP.ED006
  2. 2. 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 <ul><li>Conversations from Consumer Generated Media were analyzed using </li></ul><ul><li>Natural Language processing techniques </li></ul><ul><li>Domain knowledge encapsulating lexicons </li></ul><ul><li>Analytical tools for classification of dimensions </li></ul><ul><li>Further analysis includes </li></ul><ul><li>Key Drivers analysis: to identify pain points and drivers leading to customer perceptions </li></ul><ul><li>Competitive landscape analysis: to benchmark performance against competition </li></ul>Solution <ul><li>Consistent problem areas across all brands are Agent Perception, Customer Service Experience and Claims handling </li></ul><ul><li>Key drivers analysis revealed low scores on customer advocacy could probably be the reason for the low brand resonance </li></ul><ul><li>Process improvement areas got highlighted by the analysis </li></ul>Take Aways Incompetent Insensitive Passive Rude Unhelpful Unprofessional Untruthful Bad
  3. 3. 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
  4. 4. 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 India +91 22 6704 2444 Kaleidoscope SOCIAL MEDIA ESP ESP.ED006 TM ESP