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市場調查報告書

新加坡的人壽保險公司的CEM (客戶經驗經營管理)

Customer Experience Management Study - Singapore Life Insurance 2014

出版商 Frost & Sullivan 商品編碼 337302
出版日期 內容資訊 英文 93 Pages
商品交期: 最快1-2個工作天內
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新加坡的人壽保險公司的CEM (客戶經驗經營管理) Customer Experience Management Study - Singapore Life Insurance 2014
出版日期: 2015年08月05日 內容資訊: 英文 93 Pages
簡介

本報告提供新加坡的人壽保險公司的CEM (客戶經驗經營管理) 的相關調查、消費者選擇及停止利用人壽保險公司的因素、利用人壽保險公司時的愛好途徑、服務及商品的利用前、利用時、利用後影響消費行為的各種要素分析、各主要的人壽保險公司分析等彙整資料。

調查手法

摘要整理

  • 新加坡的人壽保險公司的CEM
  • 客戶經驗:定義
  • 人壽保險公司選擇要素
  • 人壽保險公司利用中止的要素
  • 偏好的途徑
  • 偏好的途徑:階段 (服務&商品利用前、利用時、利用後) 各
  • 線上途徑 vs 行動途徑
  • 客戶經驗目錄評分:定義、評分
  • 客戶經驗目錄評分:各人壽保險公司
  • 淨推薦值:各人壽保險公司
  • 途徑的整合、回饋:各人壽保險公司
  • 商品、服務的推薦:各人壽保險公司
  • 顧客忠誠度利潤:各人壽保險公司

CEMstudy:新加坡的人壽保險業

  • 服務的利用中止的理由
  • 偏好的途徑
  • 代理店 vs 線上
  • 分店訪問的頻率
  • 客戶的最優先體驗的矩陣
  • 途徑整合的程度
  • 顧客忠誠度利潤
  • 顧客滿意度
  • 滿意度的程度:分店 vs 線上
  • 滿意度的程度:行動 vs 客服中心等

利用前的行動

  • 人壽保險公司選擇的要素
  • 商品、服務的推薦:各人壽保險公司
  • 新的商品檢討:各人壽保險公司
  • 利用前階段的途徑
  • 利用前階段的聯絡途徑
  • 體驗:各觸控點

利用時的行動

  • 利用途徑
  • 利用時的愛好途徑

利用後的行動

  • 利用後的聯絡途徑
  • 體驗的評估等

客戶經驗目錄 (CEI) 分析

  • 忠誠度、推薦、追加利用
  • CEI總評分:各途徑、觸控點
  • CEI總評分:各人壽保險公司
  • CEI評分:代理店
  • CEI評分:分店
  • CEI評分:自助服務
  • CEI評分:客服中心
  • CEI評分:行動
  • 淨推薦值 (NPS)

各企業分析:AIG Asia Pacific

  • 客戶的交易的愛好
  • 客戶的優先體驗簡介
  • 互動的頻率:客戶經驗簡介

各企業分析:NTUC Income

  • 客戶的交易的愛好
  • 客戶的優先體驗簡介
  • 互動的頻率:客戶經驗簡介

各企業分析:Great Eastern Life Assurance

  • 客戶的交易的愛好
  • 客戶的優先體驗簡介
  • 互動的頻率:客戶經驗簡介

各企業分析:Prudential Assurance

  • 客戶的交易的愛好
  • 客戶的優先體驗簡介
  • 互動的頻率:客戶經驗簡介

總論

Frost & Sullivan的客戶經驗解決方案

附錄

目錄
Product Code: 9AF5-00-0A-00-00

Benchmarking the industry excellence in delivering superior customer experience

In this first Customer Experience Management report for Singapore's Life Insurance industry, Frost & Sullivan explores the relationship of the experiences provided by life insurance companies for its customers. We look at the critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase and post-purchase) of their journey, through the companies' touch-points.

Table of Contents

Research Methodology

  • 1. Frost & Sullivan Research Approach
  • 2. Frost & Sullivan Research Step-by-Step Overview
  • 3. Overview of Research Process
  • 4. Sample Methodology
  • 5. Data Collection Quality Process
  • 6. Sample Distribution by Service Provider
  • 7. Sample Demographics-Age and Gender
  • 8. Sample Demographics-Monthly Personal Income
  • 9. Frost & Sullivan Customer Experience Index

Executive Summary

  • 1. Customer Experience Management (CEM) for Singapore's Life Insurance Industry in 2014
  • 2. Customer Experience-Definition
  • 3. Factors for Choosing Life Insurance Provider
  • 4. Factors for Discontinuation of Life Insurance Patronage
  • 5. Preferred Channel for Life Insurance
  • 6. Preferred Channel across Stages
  • 7. Online Vs Mobile Channels
  • 8. Customer Experience Index-Definition and Score
  • 9. Overall CEI Score by Life Insurance Company
  • 10. Net Promoter Score by Life Insurance Company
  • 11. Channel Integration and Feedback by Life Insurance Company
  • 12. Product and Service Recommendation by Life Insurance Company
  • 13. Customer Loyalty Reward by Life Insurance Company

CEM Study-Singapore's Life Insurance Industry 2014

  • 1. Reason for Service Discontinuation
  • 2. Preferred Channel for Customer Interaction
  • 3. Sales Agent vs Online Transaction
  • 4. Average Frequency of Branch Visit
  • 5. Customers' Top Priority Experience Matrix
  • 6. Degree of Channel Integration
  • 7. Priority of Superior Customer Experience and Living up to Sales Promises
  • 8. Customer Loyalty Reward
  • 9. Customer Experience With Touch-points
  • 10. Degree of Satisfaction/Dissatisfaction-Branch Vs Online Channels
  • 11. Degree of Satisfaction/Dissatisfaction-Mobile Vs Contact Centre

Understanding Pre-Purchase Behaviour

  • 1. Factors for Choosing Life Insurance Company
  • 2. Product and Service Recommendation by Life Insurance Company
  • 3. New Product Consideration by Life Insurance Company
  • 4. Channel Used at Pre-Purchase Stage
  • 5. Channel Used for Pre-Purchase Enquiry
  • 6. Customer Experience With Touch-points

Understanding Purchase Behaviour

  • 1. Channel Used
  • 2. Preferred Channel at Purchase Stage

Understanding Post-Purchase Behaviour

  • 1. Channels Revisited for Post-Sale Enquiry
  • 2. Channel Used for Post-Sale Enquiry
  • 3. Evaluation of Experience in the Post-Purchase Stage by Customer Experience Indicators

Analysis by Customer Experience Index (CEI)

  • 1. Customer Loyalty, Recommendation and Additional Purchase
  • 2. Overall CEI Score by Channels/Touch-points
  • 3. Overall CEI Score by Life Insurance Provider
  • 4. CEI Score for Sales Agent
  • 5. CEI Score for Branch
  • 6. CEI Score for Self-Service
  • 7. CEI Score for Contact Centre
  • 8. CEI Score for Mobile
  • 9. Net Promoter Score (NPS)

Analysis By Company-AIG Asia Pacific

  • 1. AIG Asia Pacific-Customer Transaction Preference
  • 2. AIG Asia Pacific-Customer Priority Experience Profile
  • 3. AIG Asia Pacific-Frequency of Interaction Customer Experience Profile

Analysis By Company-NTUC Income

  • 1. NTUC Income-Customer Transaction Preference
  • 2. NTUC Income-Customer Priority Experience Profile
  • 3. NTUC Income-Frequency of Interaction Customer Experience Profile

Analysis By Company-Great Eastern Life Assurance

  • 1. Great Eastern Life Assurance-Customer Transactions' Preference
  • 2. Great Eastern Life Assurance-Customer Priority Experience Profile
  • 3. Great Eastern Life Assurance-Frequency of interaction Customer Experience Profile

Analysis By Company-Prudential Assurance

  • 1. Prudential Assurance-Customer Transaction Preference
  • 2. Prudential Assurance-Customer Priority Experience Profile
  • 3. Prudential Assurance-Frequency of Interaction Customer Experience Profile

Final Words-What We Are Excited About

  • 1. Contact Centres-Where is it headed in terms of CEM?
  • 2. Mobile Application-Is this the new battleground for CEM?
  • 3. Timely and relevant product promotions-What is next?

Frost & Sullivan's Customer Experience Solutions

  • 1. Why Frost & Sullivan
  • 2. Customer Experience-Definition
  • 3. Integrating Process, People and Infrastructure
  • 4. Frost & Sullivan's Customer Experience Maturity Model
  • 5. A 5-step Strategic Approach
  • 6. Legal Disclaimer

Appendix

  • 1. Definitions
  • 2. The Frost & Sullivan Story
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