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European car insurance cross-channel experience, 2007 : we apply our cross-channel review methodology to four car insurance firms

 
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<subTitle> : we apply our cross-channel review methodology to four car insurance firms</subTitle>
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<namePart>Menzies, Craig</namePart>
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<dateIssued>2007</dateIssued>
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<abstract displayLabel="Summary">Forrester reviewed four European car insurance providers, The AA and Direct Line in the UK, AXA in Germany, and Macif in France using Forresters Cross-Channel Review methodology. Overall, the results were disappointing, with failing scores on Web sites and an almost nonexistent email channel. But we also witnessed some glimpses of excellence, such as The AA¿s Web site navigation, Direct Line¿s email design, Macif¿s effortless interactive voice response (IVR) system, and AXA¿s superb phone agents</abstract>
<note type="statement of responsibility">Craig Menzies... [et al.]</note>
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