Jak IBM Marketing Platform wspiera koncepcję zorientowania firmy na klienta?
Poprzez rozpoznanie i zrozumienie jego potrzeb oraz odpowiadanie na nie, co prowadzi do:
- budowania długofalowych relacji, wzmacniania zaufania oraz kreowania adwokatów marki;
- Omnichannel poprzez zapewnienie spójnych doświadczeń sprzedażowych i obsługowych w każdym z kanałów kontaktu;
- rozwój zdolności biznesowych prowadzących do cross-funkcjonalnego zarządzania wiedzą o kliencie, kontaktami, priorytetyzacją i optymalizacją celów biznesowych;
- spektrum możliwych działań podejmowanych w stosunku do klienta od oferty up/cross-sellowej, przez retencję, informację, rekomendację działania do braku działań włącznie.
IBM Marketing Platform pozwala na optymalizację marketingu wielokanałowego, pomagając dotrzeć do tysięcy lub milionów osób z właściwym przekazem, we właściwym czasie i właściwym kanale. Rozwiązanie IBM pozwala na uwzględnianie preferencji poszczególnych klientów oraz na szybkie i ekonomiczne projektowanie i realizowanie strategii komunikacji z konsumentami za pośrednictwem wszystkich kanałów elektronicznych i tradycyjnych poprzez:
- prowadzenie efektywnego, ciągłego dialogu z obecnym lub potencjalnym klientem z uwzględnieniem całej historii tej relacji, w tym zaprezentowanych ofert, kontekstu i szczegółów kampanii oraz odpowiedzi lub ich braku;
- zarządzać kompleksowo logiką kampanii, w tym segmentacją grupy docelowej, wyłączeniami i przypisywaniem ofert i kanałów;
- dotrzeć do każdego klienta z właściwym przekazem i we właściwym kanale, a w efekcie podnieść współczynnik konwersji z ofert up/cross-sellowych.
II Kongres Dyrektorów E-commerce, Krzysztof Murzyn "Jak ugryźć sprzedaż wielo...Grupa Unity
Sprzedaż wielokanałowa to gorący temat w świecie e-commerce. Dokąd zmierza omnichannel w Polsce? Jaki właściwie jest klient kupujący w wielu kanałach? Jakie rozwiązania wykorzystać we zdrożeniu tej idei?
Praktyczne informacje i porady w prezentacji eksperta Grupy Unity, Krzysztofa Murzyna z warsztatów, które odbyły się podczas II Kongresu Dyrektorów E-commerce.
Rynek e-commerce w Polsce rośnie w bardzo szybkim tempie. Poznaj trendy, które z bardzo dużym prawdopodobieństwem zdominują branżę e-handlu w roku 2017. Przygotuj się na nadchodzące wyzwania i zdobądź przewagę konkurencyjną już teraz!
Jeśli infografika to dla Ciebie za mało, pobierz bezpłatny raport na temat trendów e-commerce 2017 i opinii 10 ekspertów na ich temat. https://goo.gl/Hk8s4r
II Kongres Dyrektorów E-commerce, Krzysztof Murzyn "Jak ugryźć sprzedaż wielo...Grupa Unity
Sprzedaż wielokanałowa to gorący temat w świecie e-commerce. Dokąd zmierza omnichannel w Polsce? Jaki właściwie jest klient kupujący w wielu kanałach? Jakie rozwiązania wykorzystać we zdrożeniu tej idei?
Praktyczne informacje i porady w prezentacji eksperta Grupy Unity, Krzysztofa Murzyna z warsztatów, które odbyły się podczas II Kongresu Dyrektorów E-commerce.
Rynek e-commerce w Polsce rośnie w bardzo szybkim tempie. Poznaj trendy, które z bardzo dużym prawdopodobieństwem zdominują branżę e-handlu w roku 2017. Przygotuj się na nadchodzące wyzwania i zdobądź przewagę konkurencyjną już teraz!
Jeśli infografika to dla Ciebie za mało, pobierz bezpłatny raport na temat trendów e-commerce 2017 i opinii 10 ekspertów na ich temat. https://goo.gl/Hk8s4r
EY Światowe Badanie Klientów Usług Ubezpieczeniowych 2014EYPoland
W ramach Światowego Badania Klientów Usług Ubezpieczeniowych, które miało swoją pierwszą edycję w 2012 roku, badamy relacje klientów z dostarczycielami usług ubezpieczeniowych i pytamy o ocenę najważniejszych obszarów, świadczących o jakości tych usług. http://bit.ly/1INq8li
"Czy facebook sprzedaje? Udowodnię ci, że tak!" Rahim Blak dla WebcasterRahim Blak
Co sprzedaje na Facebooku? Agenda prezentacji przedstawia 5 rozwiązań facebook marketingu, które sprzedają!
1. Posty Produktowe
2. Obsługa Klienta
3. Reklama na Facebooku
4. Leady z Aplikacji
5. Wizerunek i Marka
Prezentację możecie obejrzeć i usłyszeć na: beta.webcaster.pl/maraton-21/
Burzliwy romans display i sem na przykladzie konta internetowegoMarcin Kowalik
Prezentacja przygotowana na potrzeby konferencji IAB "Skuteczne wykorzystanie internetu w branży finansowej" która miała miejsce 14.06.2010 w Warszawie.
Głównym tematem prezentacji są zależności pomiędzy reklamą display a sem w ramach kampanii dla produktów finansowych.
Lojalność Klienta: Customer Journey, Personalizacja, Big Data, Mobile Loyalty...Zbigniew Nowicki
Dziś lojalność klientów budowana jest w oparciu o szereg punktów styku z marką podczas Customer Journey. Zaś Internet ma znaczącą rolę w budowaniu grona lojalnych klientów.
System lojalnościowy, platforma konkursowa, gamifikacyjna oraz customer engag...Krystian Dylewski
Prezentacja na temat platformy customer engagment firmy 2take.it . Przedstawia informacje jak zwiększyć zaangażowanie klientów skutkujące większą lojalnością. Zawiera opis modułów konkursowego, gamifikacyjnego, targetowania behawioralnego oraz lojalnościowego.
Fragmenty książki Biznes w świecie mobile. Jak zaprojektować, wykonać i wypromować aplikację mobilną (S. Żółkiewska, M.Rycharska, N.Gryczko, POLTEXT 2018). Książka zawiera praktyczne porady na temat tworzenia aplikacji mobilnych. Otrzymała nominację do nagrody Economicus 2018 w kategorii najlepszy poradnik biznesowy: http://bit.ly/Economicus2018-Biznes-w-swiecie-mobile
Do kupienia w księgarniach stacjonarnych i internetowych: http://bit.ly/POLTEXT-biznes-w-swiecie-mobile
Czy możliwa jest ocena wpływu kampanii display, affiliate, SEM na wyniki sprz...Marcin Kowalik
Metatracker - narzędzie umożliwiające dokładne mierzenie wpływu poszczególnych kanałów marketingu internetowego na sprzedaż.
- Jak nowa kampania banerowa wpłynęła na zachowania w Google?
- Czy kampania w nowym dużym portalu przekłada się na wzrost sprzedaży?
- Co wpłynęło na decyzje o wypełnieniu leada?
- Co wpłynęło na jakość leada?
Raport pokazuje jak klienci w internecie odbierają ofertę ubezpieczeń AC/OC oferowanych przez polskie towarzystwa ubezpieczeniowe. Raport został przygotowany przez SentiOne - firmę oferującą profesjonalny monitoring internetu dla biznesu.
Jak zmieniła się komunikacja w obsłudze klienta? Rola social media w tym proc...Zuzanna Karwat
Jak zmieniła się komunikacja w obsłudze klienta? Jaką rolę pełnią w niej social media? Jak efektywnie komunikować się z klientem w mediach społecznościowych, by zwiększyć szanse na sprzedaż?
Which of these three trends will be the next big thing in driving interactive experiences of existing users, attracting new audiences and converting e-commerce traffic to sales up? The choice is NOT yours any more. The best experiences that customers have had anywhere is the minimum expectation for the experiences they want from you right now. Let’s play harder in immersive experience game!
Reklama jest dźwignią handlu, a handel reklamą jest coraz bardziej intratny. Firmy nie tylko reklamują produkty własne, ale dostrzegają potencjał w marketingu produktów firm niekonkurencyjnych. Walutą w erze cyfrowej jest wiedza o Kliencie. Chęć skorzystania z dodatkowego strumienia przychodowego z reklamowania produktów firm partnerskich we własnych kanałach lub dzierżawionych powierzchniach sieci reklamowej wymaga budowania wiedzy o Kliencie oraz rzetelnego podejścia analitycznego do rozliczenia skuteczności i planowania kampanii we wszystkich kanałach kontaktu z Klientem.
EY Światowe Badanie Klientów Usług Ubezpieczeniowych 2014EYPoland
W ramach Światowego Badania Klientów Usług Ubezpieczeniowych, które miało swoją pierwszą edycję w 2012 roku, badamy relacje klientów z dostarczycielami usług ubezpieczeniowych i pytamy o ocenę najważniejszych obszarów, świadczących o jakości tych usług. http://bit.ly/1INq8li
"Czy facebook sprzedaje? Udowodnię ci, że tak!" Rahim Blak dla WebcasterRahim Blak
Co sprzedaje na Facebooku? Agenda prezentacji przedstawia 5 rozwiązań facebook marketingu, które sprzedają!
1. Posty Produktowe
2. Obsługa Klienta
3. Reklama na Facebooku
4. Leady z Aplikacji
5. Wizerunek i Marka
Prezentację możecie obejrzeć i usłyszeć na: beta.webcaster.pl/maraton-21/
Burzliwy romans display i sem na przykladzie konta internetowegoMarcin Kowalik
Prezentacja przygotowana na potrzeby konferencji IAB "Skuteczne wykorzystanie internetu w branży finansowej" która miała miejsce 14.06.2010 w Warszawie.
Głównym tematem prezentacji są zależności pomiędzy reklamą display a sem w ramach kampanii dla produktów finansowych.
Lojalność Klienta: Customer Journey, Personalizacja, Big Data, Mobile Loyalty...Zbigniew Nowicki
Dziś lojalność klientów budowana jest w oparciu o szereg punktów styku z marką podczas Customer Journey. Zaś Internet ma znaczącą rolę w budowaniu grona lojalnych klientów.
System lojalnościowy, platforma konkursowa, gamifikacyjna oraz customer engag...Krystian Dylewski
Prezentacja na temat platformy customer engagment firmy 2take.it . Przedstawia informacje jak zwiększyć zaangażowanie klientów skutkujące większą lojalnością. Zawiera opis modułów konkursowego, gamifikacyjnego, targetowania behawioralnego oraz lojalnościowego.
Fragmenty książki Biznes w świecie mobile. Jak zaprojektować, wykonać i wypromować aplikację mobilną (S. Żółkiewska, M.Rycharska, N.Gryczko, POLTEXT 2018). Książka zawiera praktyczne porady na temat tworzenia aplikacji mobilnych. Otrzymała nominację do nagrody Economicus 2018 w kategorii najlepszy poradnik biznesowy: http://bit.ly/Economicus2018-Biznes-w-swiecie-mobile
Do kupienia w księgarniach stacjonarnych i internetowych: http://bit.ly/POLTEXT-biznes-w-swiecie-mobile
Czy możliwa jest ocena wpływu kampanii display, affiliate, SEM na wyniki sprz...Marcin Kowalik
Metatracker - narzędzie umożliwiające dokładne mierzenie wpływu poszczególnych kanałów marketingu internetowego na sprzedaż.
- Jak nowa kampania banerowa wpłynęła na zachowania w Google?
- Czy kampania w nowym dużym portalu przekłada się na wzrost sprzedaży?
- Co wpłynęło na decyzje o wypełnieniu leada?
- Co wpłynęło na jakość leada?
Raport pokazuje jak klienci w internecie odbierają ofertę ubezpieczeń AC/OC oferowanych przez polskie towarzystwa ubezpieczeniowe. Raport został przygotowany przez SentiOne - firmę oferującą profesjonalny monitoring internetu dla biznesu.
Jak zmieniła się komunikacja w obsłudze klienta? Rola social media w tym proc...Zuzanna Karwat
Jak zmieniła się komunikacja w obsłudze klienta? Jaką rolę pełnią w niej social media? Jak efektywnie komunikować się z klientem w mediach społecznościowych, by zwiększyć szanse na sprzedaż?
Similar to Insurance Customer Journey (in Polish) (20)
Which of these three trends will be the next big thing in driving interactive experiences of existing users, attracting new audiences and converting e-commerce traffic to sales up? The choice is NOT yours any more. The best experiences that customers have had anywhere is the minimum expectation for the experiences they want from you right now. Let’s play harder in immersive experience game!
Reklama jest dźwignią handlu, a handel reklamą jest coraz bardziej intratny. Firmy nie tylko reklamują produkty własne, ale dostrzegają potencjał w marketingu produktów firm niekonkurencyjnych. Walutą w erze cyfrowej jest wiedza o Kliencie. Chęć skorzystania z dodatkowego strumienia przychodowego z reklamowania produktów firm partnerskich we własnych kanałach lub dzierżawionych powierzchniach sieci reklamowej wymaga budowania wiedzy o Kliencie oraz rzetelnego podejścia analitycznego do rozliczenia skuteczności i planowania kampanii we wszystkich kanałach kontaktu z Klientem.
Marketing 360 stopni personalizowane interakcje w czasie rzeczywistymEwelina Ciach
Dowiedz się jak zautomatyzować marketing w oparciu o analitykę predykcyjną, zdarzenia oraz kontekst interakcji z Klientem nie tylko w kanałach własnych, ale także w Sieci Reklamowej i fizycznych lokalizacjach sklepowych. Poznaj nasze rozwiązanie do szybkiego planowania Customer Experience 360 stopni i zrealizuj z nami spójną interakcję ze swoim Klientem we wszystkich kanałach komunikacji oraz na bieżąco analizuj i optymalizuj swoje kampanie. Przekonaj się jak możesz rozszerzyć profil Klienta o dane ze zdarzeń nie tylko z kanałów własnych, ale także Sieci Reklamowej i fizycznych lokalizacji. Dzięki temu w pełni wykorzystasz potencjał ze scoringów predykcyjnych i zautomatyzujesz swój marketing oraz będziesz mógł planować kolejne działania jeszcze bardziej twórczo!
How to avoid errors when implementing omnichannel strategy? Omnichannel helps to strengthen brand’s positioning and increase sales. Customers appreciate comfort - provide them with unlimited access to sales offerings.
We help retailers to build competitive advantage though omnichannel model adoption and analyses the integration of traditional and online channels among 169 retailers in EU.
Kluczem do skutecznego marketingu jest dotarcie z właściwym komunikatem bezpośrednio do każdego obecnego i potencjalnego klienta. Dlatego właśnie IBM oferuje Frimom rozwiązanie oparte na IBM Interact. Oprogramowanie to pozwala na optymalizację marketingu wielokanałowego, pomagając dotrzeć do tysięcy lub milionów osób z właściwym przekazem, we właściwym czasie i właściwym kanale. Rozwiązanie IBM pozwala na uwzględnianie preferencji poszczególnych klientów oraz na szybkie i ekonomiczne projektowanie i realizowanie strategii komunikacji z konsumentami za pośrednictwem wszystkich kanałów elektronicznych i tradycyjnych.
Dzięki takiemu rozwiązaniu Firma będzie mogła m.in.:
1. prowadzić efektywny, ciągły dialogu z obecnym lub potencjalnym klientem z uwzględnieniem całej historii tej relacji, w tym zaprezentowanych ofert, kontekstu i szczegółów kampanii oraz odpowiedzi lub ich braku;
2. zarządzać kompleksowo logiką kampanii, w tym segmentacją grupy docelowej, wyłączeniami i przypisywaniem ofert i kanałów;
3. dotrzeć do każdego klienta z właściwym przekazem i we właściwym kanale, a w efekcie podnieść współczynnik konwersji z ofert up/cross-sellowych.
Dzięki zaawansowanej analizie Firma dokona zmiany z podejścia opartego na produkcie na takie, w którego centrum jest klient. Narzędzia analityczne, które oferujemy pozwala na wzrost precyzji kierowania kampanii marketingowych średnio o 62%.
Dziś ponad 2500 organizacji na całym świecie korzysta z rozwiązań analitycznych firmy IBM w celu wzmocnienia zyskownych relacji z klientami.
The Client is not just always right but the Client is always on - leverage IBM solution for digital behavior analytics and engage you Clients onersonalized websites, email & push marketing.
Jak przejść z manualnego outbound marketingu do interakcji z Klientem w czasi...Ewelina Ciach
Poznaj najlepsze praktyki budowania spójnej i prawdziwie międzykanałowej komunikacji oraz dowiedz się, jak istotnie zwiększyć konwersję sprzedażową i akwizycję nowych Klientów podczas 30 min demonstracji widzianej oczami Klienta i osiągniętej poprzez wykorzystanie technologii do analizy zachowań w czasie rzeczywistym i nawiązanie kontekstowej interakcji bezpośredniej z Klientami w CRM, Contact Center, Portal, Mobile, Punktach Sprzedaży, SMS, notyfikacji Push i e-mail.
2. Klienci Ubezpieczycieli oczekują spójnej komunikacji
50% Klientów zaczyna
poszukiwania
ubezpieczenia na
urządzeniach
mobilnych
Ale, 67% Ubezpieczycieli
przyznaje, że nie są
gotowi na zarządzanie
spójną komunikacją z
Klientem
3. Pokolenie Y - Millennials oczekuje bezpośredniej
personalizowanej interakcji
71% Millennialsów lubi
radzić się znajomych
w Sieci w czasie
wybierania
ubezpiecznia
Ale, 66%
Ubezpieczycieli nie
posiada spójnej
strategii w mediach
społeczniościowych
4. Innowacyjne technologie zmieniają rynek ubezpieczeń
Prognozowana
wielkości rynku
technologii
wspierających
Ubezpieczycieli
osiągnie $3.7
miliardów za 4 lata
Przychody
Ubezpieczycieli z
obecności w świecie
cyfrowym wyniosą $54
miliardy do roku 2018
5. Powstają nowe modele biznesowe na runku ubezpieczeń
52% Ubezpieczycieli
jest przekonanych, że nowe
modele biznesowe będą
mieć rewolucyjny wpływ na
branżę ubezpieczeniową
Nastąpi 18% przesunięcie z
modelu Agencyjnego do
eCommercowego
6. Ubezpieczyciele zaczynają się przygotowywać do tej zmiany
Aż 90% CEO Ubezpieczycieli
planuje koncentrację na Kliencie
w ciągu najbliższych 5 lat
39% Ubezpieczycieli
dostrzega już teraz wpływ
zmiany preferencji
zakupowych Klienta na
swoje przychody
7. Analizować w czasie rzeczywistym wzorce
zachowania Klienta i kontekst interakcji
Prowadzić spójny dialog z Klientem wraz z
predykcją jego potrzeb
Włączyć się w kanały, w których przebywają i
rozmawiają Klienci
Wygrywająca strategia
dla Ubezpieczyciela
9. Base Customer Profile DataDane demograficzne i CRM
Co nam o sobie powiedzieli?
Czy i jak odpowiedzieli?
Co robią?
Jak się czują?
Rozbudowywanie profilu Klienta (360°)
Transactional Data
Explicit Preferences and Permissions
Contact & Response Data
Behavioral Data
Social Insights
Co kupili?
Co warto analizować?
10.
11. Marcin
Wiek – 35 lat
Ma wykupione ubezpieczenie na mieszkanie. Jest osobą
pracującą w dużej firmie finansowej, lubi innowacyjne
rozwiązania, korzysta często z internetu.
12. 2
1
3
4
5
6
7
8
Przygotowana spersonalizowana oferta
Wyświetlenie spersonalizowanej oferty
Oferta podąża za klientem
Spersonalizowana oferta w wielu touch pointach
Oferta w call center - multichannel
Multichannel
Interakcja z Social Media
Multichannel
Na podstawie mojego
profilu użytkowania
otrzymuje wiadomość
Push informującą mnie o
ciekawej ofercie na
ubezpieczenie na
samochód
13.
14. 2
1
3
4
5
6
7
8
Przygotowana spersonalizowana oferta
Wyświetlenie spersonalizowanej oferty
Oferta podąża za klientem
Spersonalizowana oferta w wielu touch pointach
Oferta w call center - multichannel
Multichannel
Interakcja z Social Media
Multichannel
Wchodzę na moje konto
online z mojego telefonu
komórkowego i otrzymuję
taką samą ofertę na
głównej stronie.
15. Ta sama spersonalizowana oferta oferta
pokazuje sie na stronie głównej
Ta sama spersonalizowana oferta pokazuje się
po zalogowaniu sie do konta użytkownika
16. 2
1
3
4
5
6
7
8
Przygotowana spersonalizowana oferta
Wyświetlenie spersonalizowanej oferty
Oferta podąża za klientem
Spersonalizowana oferta w wielu touch pointach
Oferta w call center - multichannel
Multichannel
Interakcja z Social Media
Multichannel
Nie byłem do końca
zainteresowany ofertą
pokazaną na stronie
www, więc wyszedłem ze
strony i przeglądam inne
witryny, zauważam że
oferta na ubezpieczenie
za mną podąża
18. Looks alike
Emisja oferty do
zidentyfikowanych
bliźniaków statystycznych
Wyświetlenie
spersonalizowanej oferty
do nowych użytkowników
35 profili
zawodowych
Wiek, płeć
50 profili
zakupowych
160 profili
zainteresowań
19.
20. 2
1
3
4
5
6
7
8
Przygotowana spersonalizowana oferta
Wyświetlenie spersonalizowanej oferty
Oferta podąża za klientem
Spersonalizowana oferta w wielu touch pointach
Oferta w call center - multichannel
Multichannel
Interakcja z Social Media
Multichannel
Kliknąłem w baner, który
mnie przekierował na profil
mojego użytkowanika na
stronie
22. 2
1
3
4
5
6
7
8
Przygotowana spersonalizowana oferta
Wyświetlenie spersonalizowanej oferty
Oferta podąża za klientem
Spersonalizowana oferta w wielu touch pointach
Oferta w call center - multichannel
Multichannel
Interakcja z Social Media
Multichannel
Po pewnym czasie jak już wyszedłem
ze strony, otrzymuje spersonalizowany
e-mail w którym mam informacje
odnośnie oferty oraz kontakt do
mojego agenta, jestem zainteresowany
szczegółami więc kontaktuje się z
agentem, podoba mi się że w mailu
mam mapę na której mogę sprawdzić
czy mój agent ciągle jest dostępny w
tym samym miejscu gdzie
podpisywaliśmy umowę o
ubezpieczenie na mieszkanie
24. 2
1
3
4
6
7
8
Przygotowana spersonalizowana oferta
Wyświetlenie spersonalizowanej oferty
Oferta podąża za klientem
Spersonalizowana oferta w wielu touch pointach
Oferta w call center - multichannel
Multichannel
Interakcja z Social Media
Multichannel
Zamknąłem e-mail, nie byłem do
końca przekonany do oferty, po jakimś
czasie otrzymuje telefon z Contact
Center, chcą mi zaproponować
spotkanie z moim agentem z
informacją że może mi doradzić
odnośnie ubezpieczenia na samochód i
przedstawić atrakcyjną ofertę,
zgadzam sie na spotkanie i umawiam
się przez Contact Center
5
25. 2
1
3
4
7
8
Przygotowana spersonalizowana oferta
Wyświetlenie spersonalizowanej oferty
Oferta podąża za klientem
Spersonalizowana oferta w wielu touch pointach
Oferta w call center - multichannel
Multichannel
Interakcja z Social Media
Multichannel
Po wizycie z agentem i
otrzymaniu atrakcyjnej oferty,
zdecydowałem się podpisać
umowę. Jestem bardzo
zadowolony i cieszę się że
skorzystałem z tej usługi. Parę dni
po spotkaniu z agentem
otrzymuje wiadomość push z
prośbą o ocenę obsługi klienta.
5
6
27. 2
1
3
4
8
Przygotowana spersonalizowana oferta
Wyświetlenie spersonalizowanej oferty
Oferta podąża za klientem
Spersonalizowana oferta w wielu touch pointach
Oferta w call center - multichannel
Multichannel
Interakcja z Social Media
Multichannel
Jestem bardzo zadowolony z usług
świadczonych przez mojego
ubezpieczyciela więc
postanawiam napisać post na
profilu twitter ubezpieczyciela
informując o tym.
5
6
7
28. Interakcja - Twitter
Jestem bardzo zadowolony ze swojego agenta i
ostatniej oferty którą otrzymałem, dziękuje @
Ubezpieczyciel
Bardzo dziękujemy za informacje i cieszymy się że jest
Pan zadowolony z naszych usług, jeśli jest Pan
zinteresowany innymi usługami, prosimy udać sie na
xxxx.xxxx.xx
Marcin Podchalicz
@MarcinPod
Ubezpieczyciel
29. 2
1
3
4
Przygotowana spersonalizowana oferta
Wyświetlenie spersonalizowanej oferty
Oferta podąża za klientem
Spersonalizowana oferta w wielu touch pointach
Oferta w call center - multichannel
Multichannel
Interakcja z Social Media
Multichannel
Byłem bardzo zabiegany i
zapomniałem zapłacić składki za
ubezpieczenie samochodu, na
szczęscie 3 dni przed terminem
dostałem SMS od Ubezpieczyciela
przypominający mi o płatności.
5
6
7
8
30. Market Resource Management (Plan & Design then Understand & Optimize)
Journey
Design
Program &
Project Mgmt
Marketing
Performance
Journey
Analytics
Owned Real-Time Channels
Email SMS Apps CRM POS Web/CommerceCall Center
Direct Mail
Social Media/
Social Listening
Ad Networks
DSP/DMP
Digital and Mobile Engagement
Digital
Messaging
Mobile
Engagement
Marketing Automation (Build, Optimize, & Engage)
Campaign
Management
Contact
Optimization
Real-Time
Personalization
Event Pattern
Detection
Customer Analytics (Listen,
Understand
Digital
Analytics
Experience
Management
Data Sources (EDW)
Marketing
Data Mart
Predictive
Analytics
IBMMarketing
Ecosystem
Customer Data Hub (Listen)
(Listen)
Data
Exchange
Data
Gateways
Editor's Notes
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Insurance leaders understand that customer empowerment is here to stay. Who are the most empowered? Millennials – those of us under age 30.
So, what do millennials want? Over 2/3 demand harmonized customer experiences, increased transparency, understanding of their individual needs, and fast responses. They still want advice, but if their needs are not met, they are more likely to switch insurers who provide value. Notice I said, value. Not price.
We believe if you can understand how to market & communicate to millennials, you can effectively communicate to all of your customer segments.
Let’s look at Peter’s experience with AirCare, a travel insurer. Peter was travelling from New York to Los Angeles via Atlanta. Only two hours before he boarded his flight, he purchased travel insurance with AirCare using his mobile phone. His flight from JFK to ATL was uneventful and arrived on time. As Peter was enjoying a drink at the bar in the airport, he was unaware that a thunderstorm had moved over the Atlanta airport cancelling his connection to LA. Also unbeknownst to Peter, AirCare was already finding him a new flight. Peter found out when AirCare texted him with his updated flight information. Part of the text then read, “Due to your extended delay, we’ve even saved you a seat in the VIP lounge. Oh, and check your bank account Peter. There’s an extra $500 in there.” Peter’s response? He tweeted to his friends. “It’s travel insurance. But, it feels like magic.”
Whether or not you are a millennial, doesn’t that sound great?
Millennials want advice, simplicity, convenience and value. They „want it all, and they want it now“.
Millennial behaviors point to the insurance customer of the future. The good news is that if you can satisfy millenials, not only are you better prepared for the future, but you also have the foundation to satisfy other customer segments as well.
Unfortunately, 66% of insurers do not have a cohesive social strategy.
Technological innovations such as telematics, or the remote transmission of information and data over telecommunications devices, have already enabled premium discounts for information. Wearable technologies and machine-to-machine (M2M) or “Internet of Things” capabilities are rapidly opening up new avenues for data exchange that support underwriting and loss control.
Insurance telematics include Usage Based Insurance (UBI) and driver behavior-based insurance products such as Pay-as-You-Drive (PAYD) and Pay-How-You-Drive (PHYD). UBI includes in-vehicle telematics devices, analytics platform, reporting and monitoring software, and connectivity services. These telematics devices can be portable or embedded. Key application of these products are handling of claims, capturing first notification of loss, detection of fraud, and asset management. Verizon Telematics, Trimble, Novatel Wireless, and TomTom are a few of the major vendors in this market. The insurance telematics market is expected to reach $3.7 billion in four years, a 23% CAGR from 2014-21019.
V2V system works by using wireless signals to send information back and forth between vehicles about their location, speed, and direction. Vehicle to Infrastructure (V2I) would allow vehicles to communicate with infrastructure such as road signs and traffic signals. These systems work on Dedicated Short Range Communication (DSRC) and LTE wireless technologies. Their major applications are accessing real-time local traffic conditions, routing information, receiving warnings about imminent roadside hazards, and conducting commercial transactions between vehicles. Kapsch, Siemens, and Ericsson are a few of the focused vendors in this segment. Vehicle to vehicle communication is expected to reach $1.6 billion by 2019, a 24% CAGR from 2014 to 2019.
Source: “Commercial Telematics Market” www.marketsandmarkets.com
Internet of things (IoT) revenue from the worldwide insurance vertical market is forecast to increase from $29.6 billion in 2014 to $53.9 billion in 2018, with a CAGR of 16.2% for 2013-2018
Source: IDC, Date published: 06/30/2014
Link: Worldwide Internet of Things Spending by Vertical Market 2014–2018 Forecast
page 13
What does this all add up to? New insurance business models are emerging
Insurance executives are even more focused on reinventing customer relationships and impacting their current business model than companies in other industries that we surveyed!
Survey of global executives on anticipated change in business strategy priorities from previous 3 years and next 3 years show a change in focus from cost reduction to a distributed focus on elements that enable business transformation.
52% of insurance executives believe business models will have a transformative impact on their businesses. New business models will likely leverage digital capabilities to incorporate the consumer.
31% of insurance executives say new business models will be the biggest impact to organizational change
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based.
Examples of new business model
Any usage-based insurance model; Metromile is a typical example. Metromile is an insurance startup designed to sell exclusively usage-based auto insurance
- Measures mileage through a device plugged into the diagnostics port of the car
- Users can check their driving data (location, fuel usage) through an iPhone app
- Added value from app like engine checking, route planning or finding the car
AirCare‘s near real-time, automatic payment based on flight delays directly into customers‘ PayPal or bank accounts.
Redefine insurance as a service. Instead of selling insurance with fixed terms and premiums, insurance as a service means flexible and proactive coverage at the point of risk. As this is strongly individualized, insurers can start by implementing improved customer collaboration.
Insurance CEOs and CIOs are well aware of the need to drive greater customer intimacy. But, most insurers are only just beginning to prepare.
In fact, insurance CxOs plan to collaborate far more extensively with customers in the future. Even so, just 33% of insurance company CxOs say they plan to collaborate much more extensively with customers today. But, 85% of insurance CxOs plan to do so in the next 3 to 5 years.
Insurance respondents cite that their top four investment areas in the next five years will be customer relationship management (44.0%), digital customer experience (38.0%), analytics (37.0%) and customer intelligence (36.0%)
Source: Economist, Date published: 10/13/2014
Therefore, there is an opportunity for insurers to get ahead of their competitors, if they become a customer-activated enterprise today.
A winning insurance strategy starts when you put the customer at the center of your business. Create relevant points of engagement across your integrated insurance value chain to drive excellent customer experience and ultimately customer advocacy. Customer loyalty is not enough now – customers who are advocates are sharing that with their ecosystems. They are not only coming back to you and loyal but generating more business for you – in the end higher revenues.
Make it personal.
Customers expect you to know them as individuals. Engage with them in innovative ways by providing personalized interactions at the right time, in the right context. These deepened experiences lead to new customers, happier customers and long term, high value engagements.
Maximize the moment.
Smarter approaches to insurance allow insurers and their ecosystem partners to use contextual information – like intent, motivation, location and transaction history – to engage in real time and deliver seamless, intuitive interactions. The cumulative effect of these moments heightens loyalty and accelerates advocacy.
Satisfy at the speed of life.
Smarter enterprises create a single “system of satisfaction” by integrating their front and back end operations and integrating with their entire ecosystem. By infusing intelligence throughout all commerce processes – with customers partners and suppliers – your enterprise and your ecosystem can connect and deliver delightful experiences every time, in every context.
What does this all add up to? New insurance business models are emerging
Insurance executives are even more focused on reinventing customer relationships and impacting their current business model than companies in other industries that we surveyed!
Survey of global executives on anticipated change in business strategy priorities from previous 3 years and next 3 years show a change in focus from cost reduction to a distributed focus on elements that enable business transformation.
52% of insurance executives believe business models will have a transformative impact on their businesses. New business models will likely leverage digital capabilities to incorporate the consumer.
31% of insurance executives say new business models will be the biggest impact to organizational change
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based.
Examples of new business model
Any usage-based insurance model; Metromile is a typical example. Metromile is an insurance startup designed to sell exclusively usage-based auto insurance
- Measures mileage through a device plugged into the diagnostics port of the car
- Users can check their driving data (location, fuel usage) through an iPhone app
- Added value from app like engine checking, route planning or finding the car
AirCare‘s near real-time, automatic payment based on flight delays directly into customers‘ PayPal or bank accounts.
Redefine insurance as a service. Instead of selling insurance with fixed terms and premiums, insurance as a service means flexible and proactive coverage at the point of risk. As this is strongly individualized, insurers can start by implementing improved customer collaboration.
Technological innovations such as telematics, or the remote transmission of information and data over telecommunications devices, have already enabled premium discounts for information. Wearable technologies and machine-to-machine (M2M) or “Internet of Things” capabilities are rapidly opening up new avenues for data exchange that support underwriting and loss control.
Insurance telematics include Usage Based Insurance (UBI) and driver behavior-based insurance products such as Pay-as-You-Drive (PAYD) and Pay-How-You-Drive (PHYD). UBI includes in-vehicle telematics devices, analytics platform, reporting and monitoring software, and connectivity services. These telematics devices can be portable or embedded. Key application of these products are handling of claims, capturing first notification of loss, detection of fraud, and asset management. Verizon Telematics, Trimble, Novatel Wireless, and TomTom are a few of the major vendors in this market. The insurance telematics market is expected to reach $3.7 billion in four years, a 23% CAGR from 2014-21019.
V2V system works by using wireless signals to send information back and forth between vehicles about their location, speed, and direction. Vehicle to Infrastructure (V2I) would allow vehicles to communicate with infrastructure such as road signs and traffic signals. These systems work on Dedicated Short Range Communication (DSRC) and LTE wireless technologies. Their major applications are accessing real-time local traffic conditions, routing information, receiving warnings about imminent roadside hazards, and conducting commercial transactions between vehicles. Kapsch, Siemens, and Ericsson are a few of the focused vendors in this segment. Vehicle to vehicle communication is expected to reach $1.6 billion by 2019, a 24% CAGR from 2014 to 2019.
Source: “Commercial Telematics Market” www.marketsandmarkets.com
Internet of things (IoT) revenue from the worldwide insurance vertical market is forecast to increase from $29.6 billion in 2014 to $53.9 billion in 2018, with a CAGR of 16.2% for 2013-2018
Source: IDC, Date published: 06/30/2014
Link: Worldwide Internet of Things Spending by Vertical Market 2014–2018 Forecast
page 13
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location
Ubiquitous connectivity has changed consumer behaviors and expectations, increasing influence on insurers and driving adoption of consumer-centric strategies
Today‘s customers often being their relationship with an insurer digitally using a variety of web-based interactions, often a mobile device, as shown here.
Our research shows that there is a widening gap in the interaction points used for different phases of the purchase process. For information gathering and quoting, customers use more different interaction points, and do not necessarily search where they purchase, with an 18 percent shift away from personal interactions toward those that are web-, mobile- and social media-based. At the point of purchase for insurance, customers still mostly use personal interaction points, such as agents, brokers or direct telephone contact (69% of the time, a rate that is virtually unchanged from 2010).
Therefore, the trick for insurers is seamlessly merging a customer‘s possible digital and physical interactions into one unified and compelling brand experience.
But, today almost 2/3 of insurers say they have a weak digital physical strategy – or none at all.
Due to ubiquitous connectivity, today‘s insurance customers are demanding customer-centric interactions. What do you need to pull this off? Data!
Let‘s look at an insurer in Turkey who has figured this out and is positioning for the future.
Günes (pronounced “goo-NESH”) Insurance in Turkey covers Facebook users’ data loss. Here’s how it works -- Customers interact with the company through a Facebook app, 2) data is backed up and stored through the app. In return, Gunes is invited to collect data on potential and current customers while being seen as a trusted advisor. Günes offers this service for free, users simply have to sign up through Facebook. The result: 140,000 likes of Gunes’ Facebook page and great publicity at low cost. As long as Günes stays non-intrusive and transparent, they have shown themselves to be citizens of the social world.
As consumers become more empowered about the data collected about them, they may allow access only in return for value. When this happens, Gunes is ready!
Unfortunately, most insurers are only just beginning to prepare.
67% of insurance CEOs do not think their mobile strategy facilitates conducting business regardless of location