A shining example (customer service performance improvement)

A shining example (customer service performance improvement)

J. Guaspari, Across the Board (USA), Vol. 39 No. 3, May/June 2002

Recounts the story of one insurance company's efforts to determine what generated customer value, the resulting communication of priorities and process changes. Describes the outcome of this initiative some two years later in terms of the changes made to its claims handling process and the resulting improvement in business performance. Notes that the guiding principles established at the outset made it possible for the company to cope with the loss of their centralized claims adjustment center with minimal disruption experienced by customers.

Comment: This journalistic article recounts the experience of one organization's attempts to penetrate the concept of customer value and shows how a good understanding of this concept can form the basis for cery real results.