At Philadelphia Insurance Companies, Top Executives are now Making Customer Service Calls
After some corporate brainstorming, Philadelphia Insurance Companies decided to focus on creating a high-level customer feedback mechanism as a way to differentiate itself and to build stronger relationships with its most valuable customers.
(Boonton, NJ, February 2, 2012) — Faced with an insurance marketplace in which product offerings are very similar and price is no longer a differentiator, Philadelphia Insurance Companies, was looking for a way to stand out from the competition.
The solution according to Seth Hall, the company's vice president of customer service, is its "Executive Sponsor Program," in which some 32 top-level executives — including the president, the chief underwriting officer, the chief service officer, and others — are assigned to build a direct relationship with three to five of the company's major customers.
The program requires ongoing monitoring, tracking and follow-up, but Hall says in the February issue of Customer Service Newsletter, that it has been well worth the effort. In fact, the program was given a big boost when one executive's call precipitated a $400,000 sale early on.
Details on the Philadelphia Insurance Companies' program appear in the February issue of Customer Service Newsletter.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.