How Well Do You Truly Understand the Customer Experience?
Indiana Farmers Mutual (IFM) wanted to be more customer-centric but lacked insights about where IFM resources interacted directly with prospects, customers, policy holders and agents.
“We know we have a wall between the company and our customers with the Independent Agency Network. We know how to price a customer, but not who they are or what they like.”
Journey mapping and customer experience measurement evaluated customer touch points and defined a roadmap to increased customer satisfaction and retention with the technologies needed to achieve it.
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