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市場調查報告書

馬來西亞的人壽保險的客戶經驗經營管理

Malaysia Life Insurance Customer Experience Management

出版商 Frost & Sullivan 商品編碼 337308
出版日期 內容資訊 英文 94 Pages
商品交期: 最快1-2個工作天內
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馬來西亞的人壽保險的客戶經驗經營管理 Malaysia Life Insurance Customer Experience Management
出版日期: 2015年08月04日 內容資訊: 英文 94 Pages
簡介

本報告以馬來西亞的人壽保險產業上客戶經驗經營管理 (CEM:客戶經驗管理) 為對象,影響客戶行動的重要要素 (購買前、購買時、購買後) 為焦點,提供包含各企業分析等系統性資訊。

調查手法

摘要整理

CEM報告:馬來西亞的人壽保險部門

  • 服務中止的理由
  • 顧客互動的優先管道
  • 販賣代理店 vs. 分店交易
  • 分店的平均訪問回數
  • 客戶的最優先體驗標準
  • 管道整合的程度
  • 出色的客戶經驗的優先級
  • 客戶忠誠度報酬
  • 滿足/不滿的程度:分店 vs. 線上管道
  • 滿足/不滿的程度:行動 vs. 客服中心管道
  • 觸控點的客戶經驗

關於購買前的行動

  • 人壽保險公司選擇要素
  • 推薦產品與服務:各人壽保險公司
  • 新產品討論:各人壽保險公司
  • 在購買前階段利用的管道
  • 購買前查詢利用的管道
  • 觸控點的客戶經驗
  • 購買前階段的體驗的評估:各客戶經驗指標

關於購買時的行動

  • 推薦管道:各人壽保險公司
  • 購買階段的推薦管道

關於購買後的行動

  • 購買後查詢再訪的管道
  • 購買後查詢利用的管道
  • 觸控點的客戶經驗

各客戶經驗目錄 (CEI) 分析

  • 客戶忠誠度、建議、追加購買
  • CEI總評分:各管道/觸控點
  • CEI總評分:各人壽保險公司
  • CEI評分:分店
  • CEI評分:販賣代理店
  • CEI評分:自助服務設施
  • 淨推薦值 (NPS)

各企業分析:Great Eastern Life Assurance

  • 客戶交易的偏好
  • 客戶優先體驗標準
  • 客戶頻率體驗標準

各企業分析:AIA Berhad

  • 客戶交易的偏好
  • 客戶優先體驗標準
  • 客戶頻率體驗標準

各企業分析:Prudential Assurance

  • 客戶交易的偏好
  • 客戶優先體驗標準
  • 客戶頻率體驗標準

各企業分析:Etiqa Insurance

  • 客戶交易的偏好
  • 客戶優先體驗標準
  • 客戶頻率體驗標準

彙整

Frost & Sullivan的客戶經驗解決方案

附錄

目錄
Product Code: 9AF5-00-04-00-00

Benchmarking the Industry Excellence in Delivering Superior Customer Experience

In this first Customer Experience Management report for Malaysia'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 Malaysian Life Insurance Sector in 2014
  • 2. Customer Experience-Definition
  • 3. Factors for Choosing Life Insurance Provider
  • 4. Factors for Discontinuation of Life Insurance Provider
  • 5. Preferred Channel for Life Insurance
  • 6. Preferred Channel across Stages
  • 7. Online Vs Mobile Channels
  • 8. Customer Experience Index-Definition and Score
  • 9. Customer Experience Index 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 Report-Malaysia's Life Insurance Sector 2014

  • 1. Reason for Service Discontinuation
  • 2. Preferred Channel for Customer Interaction
  • 3. Sales Agent vs Branch Transactions
  • 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 Loyalty Reward (continued)
  • 10. Degree of Satisfaction/Dissatisfaction-Branches Vs Online Channels
  • 11. Degree of Satisfaction/Dissatisfaction-Mobile Vs Contact Centre Channels
  • 12. Customer Experience With Touch-points

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. Channels Used for Pre-Purchase Inquiry
  • 6. Customer Experience with Touch-points
  • 7. Evaluation of Experience in the Pre-Purchase Stage by Customer Experience indicators

Understanding Purchase Behaviour

  • 1. Channel Preferred by Life Insurance Company
  • 2. Preferred Channel at Purchase Stage

Understanding Post-Purchase Behaviour

  • 1. Channels Revisited for Post-Purchase Enquiry
  • 2. Channel Used for Post-Purchase Enquiry
  • 3. Customer Experience with Touch-points

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 Company
  • 4. CEI Score for Branch
  • 5. CEI Score for Sales Agent
  • 6. CEI Score for Self-Service Facilities
  • 7. CEI Score for Self-Service Facilities
  • 8. Net Promoter Score (NPS)

Analysis by Company-Great Eastern Life Assurance

  • 1. Great Eastern Life Assurance-Customer Transaction Preference
  • 2. Great Eastern Life Assurance-Customer Priority-experience Profile
  • 3. Great Eastern Life Assurance-Customer Frequency-Experience Matrix

Analysis by Company-AIA Berhad

  • 1. AIA Berhad-Customer Transactions' Preference
  • 2. AIA Berhad-Customer Priority-Experience Matrix
  • 3. AIA Berhad-Customer Frequency-Experience Matrix

Analysis by Company-Prudential Assurance

  • 1. Prudential Assurance-Customer Transactions' Preference
  • 2. Prudential Assurance-Customer Priority-Experience Matrix
  • 3. Prudential Assurance-Customer Frequency-experience Matrix

Analysis by Company-Etiqa Insurance

  • 1. Etiqa Insurance-Customer Transactions' Preference
  • 2. Etiqa Insurance-Customer Priority-Experience Matrix
  • 3. Etiqa Insurance-Customer Frequency-Experience Matrix

Final Words-What We are Excited About

  • 1. Contact Centres-Where is it Headed with Regards to CEM?
  • 2. Mobile-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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