The Bottom Line Impact of Customer Centricity

Posted: 09/16/2009

Discover best practices in customer centricity and find out the rationale and the process of how Horace Mann Insurance went from product focus to customer centricity. In this case study you will discover:

    • How to quantify revenue associated with poor customer experiences• Why it’s important to move from customer satisfaction, to customer advocacy• How to act on customer experience to identify and save customers at risk• How to motivate, recognize & reward employees by tying compensation to customer experience
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