Customer Expectations

Listen

The insurer’s strategic teams wanted to understand the changing expectations of its customers for the coming years.

Understand

Survey via Internet/Telephone representative of the customer portfolio – N=2200

  • Identification/profiling
  • Evaluation of customer experience and satisfaction
  • Identification of the main contact points and channels
  • Prioritising expectations

Decide

Establishment of a pyramid of customer expectations (primary, differentiation…).

Customer & Brand

Listening to your customers/consumers or shoppers to generate insights, making your brand unique!

Trends & Foresight

Listening to the driving forces of citizens who evolve according to the major changes in our society.

Innovation

Listening to the expectations of your targets in terms of product and service innovation to differentiate yourself !

Human Capital

Listening to your employees to increase their well-being, their performance and the success of your company!