Fremtind
Slik øker du markedsandelen med en kundeopplevelsesstrategi
Å bli, og å forbli, kundefokusert står høyt på agendaen i mange bransjer. Bank- og forsikringsbransjen er ikke noe unntak. Men hva vil kundene egentlig ha? Hva skal kjennetegne denne kundeopplevelsen? Hvordan skal et selskap gå fram for faktisk å levere på den, og på den måten bidra til å øke markedsandelen?
Disruptive forces and innovation - what will it mean for the insurance industry?
Better technology, changing customer preferences, the market, etc. enable new innovations that contribute to pressure on the insurance industry across value chains, and will in the future lead to an increased fragmentation of value chains.
SpareBank 1 Insurance/Fremtind is one of the largest insurance companies in Norway ‑ and the largest supplier of insurance sold through the banking channel. Their customers are both individuals and companies, and they expect services that meet their needs.
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Mindshift was responsible for creating a strategy for customer experience. Key to the process was a series of in‑depth interviews with customers, several sessions with customer‑facing functions within Fremtind, qualitative and quantitative analysis, competitive positioning analysis and management team workshops.
The report provided a fresh perspective of each customer segment and detailed the desired customer experience, both at an emotional, reflective and behavioural level. It provided guidelines and examples on how to deliver this experience through customer support conversations, digital interfaces and advertising. The report also included a tactical implementation plan, as well as organizational development advise to ensure consistent customer experiences in the long‑term.
Prosessen ble dokumentert i en rapport designet og laget av Mindshift. Den kan sendes digitalt på forespørsel.