Customer Experience Management Study—Australia’s Private Health Insurance Sector 2015
In this customer experience management study on the Australian private health insurance sector, Frost & Sullivan explores the relationship between the different experiences provided by insurers for their customers. Critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase, and post-purchase) of their journey, are analysed through the service providers' touch points. The study also tries to help insurers understand what could be a good strategy for them to improve customer service and hence, better their rating.
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