Yes, insurance, but a very relevant article for all service industries selling an intangible product - I particularly liked the 'Customer excellence engine' which integrates best practice with transformation.
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Increasing customer satisfaction goes hand-in-hand with operationally relevant customer intelligence. For example, market research needs to reveal not just customers’ satisfaction with individual touchpoints, but also the overall drivers of satisfaction, including brand, product, price, and service, and how they contribute to business success, including policy renewal and cross-selling.
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