Branded

Why do people avail insurance policies?

• Minimize risk• Relieve pain

Why do some insurance companies prosper, others

don’t?

Basis of differentiation is customer service.

Customer Service is everything and anything that touches a customer – directly or indirectly… means servicing customers and it's so much more than just solving problems or addressing complaints. Customer service is part of a holistic customer experience that is capable of providing a critical competitive advantage in today's increasingly cluttered and commoditized marketplace. -Joseph Jaffe, Founder at Evol8tion

a voluntary act the demonstrates a genuine desire to satisfy, if not

delight a customer.

experience we deliver to the customer, the promise we keep to

the customer. It’s how we make them feel when they do business with us.

–Shep Hyken, Customer Service Expert and New York Times bestselling

Author

Who is the Customer?

Any person or organization that interacts with a company

Individual or Organizational

External or Internal

Intermediary or Business Partner

Moment of Truth

“… a situation in which a customer comes into contact with any aspect

of the company or organization, however remote or brief, and thereby

has an opportunity to form an impression.”

—Jan CarlzonSAS Airlines

The real branding is how you represent the

company.-Abbygale Arenas-de Leon

Why Memorable Service?

Benefits of a Memorable Customer Service

Personal and Practical Needs

Job security Work Satisfaction Acceptance by Others High Esteem Time

Why Memorable Service?

Organizational Needs

Sustainable Competitive Advantage

Cost Efficient Productive Work

Environment Reputation Profit

Why do customers leave?

Brand Service DNA

CustomerExperience

CustomerLoyalty

Customer Loyalty

Represents a customer’s feeling of attachment to or preference for a

company’s people, products or services.

“SUKI”

Customer loyalty is the ultimate goal for organizations.

Positive Customer Experience

“To increase loyalty, companies must not “delight” customers by exceeding

service expectations, instead organizations must satisfactorily solve

their service issues.”

-Harvard Business Review

AffectiveCommitment

Brand Trust

Satisfaction

“SUKI”

People = Service

Interpersonal Skills

Active Listening

Problem Solving

Process= Service

Service Standards

Service Touch Points

Convenience

Service: Brand of an Organization

RETIE

e l i a b i l i ty

m p a t h y

e a m w o r k

n t e g r i t y

x c e l l e n c e

Personal Planning

• Conduct a Situation Analysis• Create a Personal Mission Statement• Set Individual Objectives• Develop Strategies• Evaluate Results

P e o p l e

CARE

a p a b l e

g i l e

e l i a b l e

n g a g e d

P r o c e s s

SPEeD

u r e

r o b l e m - Fr e e

a s y

o a b l e

"One of the deep secrets of life is that all that is really worth

doing is what we do for others.“

-Lewis Caroll