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Publication: New York : IBM Corporation, cop. 2013Notes: Sumario: As companies expand into new market segments, they are finding it more challenging to differentiate their products and to grow marketshare profitably. Looking beyond price as a differentiator, insurance carriers need to focus on their value chain to examine what factors they can rely on as differentiators. Companies can use their excellence in operations and product leadership as differentiators. However, both of these criteria are related to one gating factor: service. To use service as a differentiator, an insurance carrier must provide excellent service to all its key audiences: agents, brokers, vendors, members of its distribution channels (such as bancassurance and associations)and customersMateria / lugar / evento: Mercado de seguros Servicio al cliente Cadena del valor Canales de distribución Benchmarking Atención al cliente Fidelización de clientes Internet Multicanalidad Comercio electrónico Otros autores: IBM
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The State of service in insurance