Retention Trumps Satisfaction
For about a decade, JD Power and Associates has been asking consumers to rate their satisfaction with insurance companies on a simple scale of 1-5. This summer, a study of the auto insurance industry found satisfaction, as measured by this simple survey, to be at an all-time high (2012 U.S. Auto Insurance Study).
Logic might suggest that high customer satisfaction should yield high retention and less price sensitivity, but as is often the case, reality is more complex. It turns out that satisfaction is mere table stakes, and retention is a much more difficult job. Other factors, such as choice of channel and bundling or cross-selling, contribute much more directly to loyalty than this simple score from 1-5 indicates.
In general, today’s consumer wants to use convenient channels such as Web and mobile for simple, low value transactions such as making a payment or updating an address. Those channel preferences shift however, as complexity increases and a more high value interaction with a knowledgeable professional is required. There is very often a point at which a personal, face to face interaction is by far the most efficient way to complete a transaction.
Preferred Channel Service
Source: JD Power & Associates, 2012 U.S. Auto Insurance Study
Today’s insurance buyers must choose between a direct channel insurer where the customer experience is based on Web and phone interactions, and the traditional agency channel based on relationship and face to face (or at least one to one via phone) interaction. The gap between these two models is wide. Neither model currently spans the array of channel choice and interaction model necessary to provide both convenience and intimacy. Read More »
Tags: channel, collaboration, Financial Services, insurance, omnichannel, video
There are a lot of things possible with just a touch of a finger, including video collaboration, thanks to the Cisco TelePresence EX Series. Since its inception, this family of personal telepresence solutions for the desktop has enabled employees to instantly collaborate face-to-face, whether separated by a hallway, a street, or several time zones. Now, tighter integration with Cisco Unified Communications Manager (CUCM) brings rich telephony features to the popular EX Series for a powerful voice and video solution.
The EX Series is simple to deploy and creates an in-person experience right from your desktop, so that you can enable faster decision making, enhance relationships and improve efficiency. It also seamlessly integrates with CUCM so you can more easily collaborate, for example receive and retrieve voicemail on your EX system, or receive telepresence calls on your mobile phone and then transfer the call to the EX once you return to the office. These and other rich telephony features are now available as a CUCM software upgrade (TE 6.0) for the EX Series.
Check out the video below and see how you can streamline your communications and start reaping the rewards.
Tags: Cisco, collaboration, CUCM, Espen Loberg, EX, TE 6.0, TelePresence, Unified Communications Manager, video, video collaboration, videoconferencing
As the market leader in Unified Communications, Cisco has a broad customer base, with organizations from the Fortune 500 to small local businesses using our UC portfolio of infrastructure and endpoints. Since we have over 120,000 customers and over 50 Million users across the globe, we wanted to find out more about who these users were and how they use Cisco IP phones on a daily basis. Last week, we launched a Facebook contest asking our Cisco Collaboration fans to submit photos of all the interesting locations where they use their Cisco IP phone, and to tell us how they use them and what benefits they were seeing from their phone.
I’m excited to report that the responses have been fantastic! Cisco users have been enthusiastic with their stories, sharing how Cisco IP Phones complement their workspace, and offer their organization a highly reliable and proven technology that is still very much at the center of facilitating enterprise communication and collaboration. The always-on familiarity of the dial tone, the secure access to directory features and the high quality of the voice and increasingly video interactions are all contributing to these devices being used on a daily basis. Users span all industries and include teleworkers, nurses in a hospital, call center agents and retail store managers, and office workers from different industries, each of whom rely on a high performing, stable solution for their critical communication needs.
What’s your Cisco desk phone story? Become a Cisco Collaboration fan on Facebook and share your story! Read More »
Tags: Cisco, collaboration, communications, contest, ip phone
Telepresence is travelling outside of the boardroom and onto the basketball court—not only changing how the NBA conducts business, but also how its fans consume sports information.
Similar to the transformation happening in the workplace, the rise of mobile devices and online access is changing how we experience and interact with sporting events. Attuned to these changes, the NBA is committed to collaboration technologies–like Cisco TelePresence and WebEx–to enable new forms of effectiveness and innovation, while positively transforming the fan experience. And they are making an impact; NBA TV had its highest viewership ever during the 2011-12 season, and NBA.com and its team sites already have more than 140 million video streams this season.
How’d they do it? By providing fans with the best experience possible and creating compelling content. Each week, NBA TV communicates with sports analysts, journalists, experts, and players via telepresence, allowing them to bring fans the latest news and updates from around the league. These video interviews are then loaded to NBA.com for fans to view on demand. Read More »
Tags: Cisco, collaboration, Connected Stadium Wi-Fi, nba, NBA TV, NBD D-League, TelePresence, WebEX
While I was participating in a web conference from my home office, I started thinking about how much and how fast things have changed in the last decade around communications and how we use collaboration tools in the office, at home and on the road and most importantly the number of devices available to me so I CAN collaborate over distance.
One thing that stays constant in this industry is change, especially when it comes to devices. Let’s take a walk down memory lane and see if you can remember any of these once “have to have” mobile devices. The Nokia 9000, The Motorola “Flip phone” and The “Razor”, Palm Pilot, dare I say the Blackberry and of course at the start of 2007 the IPhone came on to the market — and we all know how that is playing out — this being a rarity. More recently, Samsung is challenging Apple with the Galaxy and DROID OS is becoming more prevalent than IOS. Last I checked, there was an estimated 1.3 million Read More »
Tags: Android, codec, collaboration, h.265, IOS, IP Phones, iphone, mobility, SIP, standards