AVIVA
How to start an initiative to improve your customer experience .
How do you start a Customer Experience programme? What are the problems and the pitfalls? What are the results? In this series of interviews with Darren Cornish, Director (VP) of Customer Experience for Aviva (Norwich Union), you will see first hand what you need to do to create a successful Customer Experience program. You will hear how Aviva managed to move the Customer satisfaction in Motor claims from 73% to Over 90% and save over 20% of their costs. You will hear how changing one word in a call centre reduced calls from 75% to 6% in three weeks.
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How to start a initiative to improve your Customer experience
How do you get the Senior Executives to engage with improving the Customer Experience
Showing the financial return on improving your Customer Experience
Flooding an apartment to show the real Customer Experience
What did you learnt from flooding the apartment
Writing an internal blog to engage employees.
How to differentiate yourself by providing an emotionally engaging Customer Experience
What I have learnt are the key factors for running a successful Customer Experience initiative
What I have learnt are the key factors for running a successful Customer Experience initiative
Working with one of the pioneers of Customer experience
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