Centro de Documentacion de Fundación MAPFRE - The Customer experience as a source of competitive advantage : what insurers can learn from other industries'leaders

MAP20130021690

The Customer experience as a source of competitive advantage : what insurers can learn from other industries'leaders / study realized by Geneviève Thibault. — Barcelona : Universitat de Barcelona, 2013

85 p. ; 30 cm . — (Cuadernos de dirección aseguradora ; 155)

Tesis del Master en Dirección de Entidades Aseguradoras y Financieras. Tutor : Carlos Grau Algueró. Curso 2011-2012

Sumario: What is service? -- Services experience innovation: the way to maintain a competitive edge over time -- Social trends challenging your business -- Leading companies in creating a competitive edge through customer experience -- Factors limiting service quality -- Essential internal factors to pursue a customer experience differentiation -- Strategic considerations for insurers in designing their approach to customer experience -- Conclusions

1. Empresas de seguros . 2. Servicio al cliente . 3. Atención al cliente . 4. Calidad de servicio . 5. Ventaja competitiva . 6. Estrategia empresarial . 7. Márketing de la empresa de seguros . 8. España . I. Grau Algueró, Carles . II. Universitat de Barcelona . III. Cuadernos de dirección aseguradora ; 155 . IV. Trabajos Fin de Master . V. Title.

FUNDACIÓN MAPFRE. Centro de Documentación

FUNDACIÓN MAPFRE. Centro de Documentación — Signature: MAP - 217 THI CUS — Record number: 049742

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