A large specialty insurance provider wanted to gain clarity on the critical moments that drive loyalty. Andrew Reise helped create both the member and agent lifecycles with validation through qualitative and quantitative research. The research findings were mapped across the lifecycles and uncovered clear opportunities for business growth. As a result, the insurer is positioned with a new voice of member and agent strategy that captured the right feedback at the right time to uncover ongoing insights in the moments that mattered most.
CUSTOMER EXPERIENCE STRATEGY
WE MADE A CLIENTS DAY WITH A CUSTOMIZED CUSTOMER EXPERIENCE STRATEGY.
AND A CANDY BAR
STRATEGIC IMPLEMENTATION
WHAT CAN WE SAY? WE KNOW A CUSTOMER SERVICE PROBLEM AND A PERFECT
LITTLE BLACK DRESS
WHEN WE SEE ONE
CUSTOMER EXPERIENCE TRANSFORMATION
KNOW WHAT'S BETTER THAN
MAKING OUR CLIENTS HAPPY?
MAKING THEIR KIDS
HAPPY TOO
We Speak Customer
Did you know?
86% of customers are willing to pay more for a great customer experience. Find out how Andrew Reise can help you.
Learn MoreIndustries We Serve
Industries We Serve
At Andrew Reise we serve countless distinguished clients across the spectrum of industries. Our industry experts are able understand your unique requirements and design a plan to meet your needs. We pride ourselves on having long lasting relationships with our customers.
Case Studies
Results That Speak For Themselves
A large specialty insurance provider looked to elevate the member and agent experiences while simultaneously growing the business. Although the company was measuring NPS and had scores higher than industry peers, this wasn’t translating into higher revenue. Our team used our strategic CX measurement methodology to identify what metrics to use and what touchpoints to measure to resolve this dilemma.
Andrew Reise assisted a large BCBS health plan to develop an enterprise wide VoC program and evaluate technology providers to support their business needs. The project effort focused on evaluating current VoC capabilities and defining business requirements to assess technology vendors. These were used to gain cross functional alignment and develop the ideal future state. An RFP was conducted to assess and score several enterprise VoC vendors. This project provide our client with a VoC program roadmap, an enterprise VoC technology platform best suited to meet the business needs and allowed them to rationalize their existing vendors to reduce costs.
Expert Insights
How Speech Analytics Unlocks Insights for Customer-Centric Strategies
Businesses constantly search for innovative ways to connect with customers and provide top-notch service. While digital channels have opened up new
Why Empowering Employees Should Be Part of Your Employee Experience Strategy
Have you ever had a manager who made you feel valued in your job? Maybe they allowed you to lead a project or develop a new operating procedure. Either