The reports reveal best practices for customer satisfaction and rechnology innovations to enhance consumer travel assistance.
RICHMOND, VA. – A new series of reports released by Allianz Worldwide Partners USA, a leading global travel insurance provider, outlines best practices for improving customer experience and satisfaction, as well as latest trends in technology and innovation for travel protection. In the increasingly competitive and unpredictable travel market, the company illustrates how these touchpoints can serve as competitive advantages to drive higher sales through customer satisfaction and loyalty.
Allianz Worldwide Partners highlights successful strategies and tactics for using customer feedback to develop better products and processes in "Five Practices to Stay Connected to Your Customers' Needs." The company also explores how evolving technologies add convenience and accessibility to consumer travel planning, protection and assistance in "Humanizing Technology to Enhance Travel Protection, Present & Future."
"With constant changes in technology and customers' travel protection needs, we rely on customer feedback to drive product, process and service improvements," said Joe Mason, Chief Marketing Officer, Americas at Allianz Worldwide Partners USA. "In our new set of white papers, we share how our company has continually improved the customer experience through the use of technology."
Provided below is a preview of the two new 8-page reports by Allianz Worldwide Partners, available as free downloads at AllianzAdvantage.com.
Five Practices to Stay Connected to Your Customers' Needs
Gartner reported that nine out of ten companies today must compete for business based on their customer experience. That's more than doubled from four years ago.
Allianz Worldwide Partners has implemented practices to stay abreast of customer concerns and needs in real-time. Each week, the travel insurance provider holds internal "Testimonial Tuesdays," where teams circulate a summary of customer comments and analyze them to decide the next course of action to improve customer experience. With their cross-divisional "Customer Champion Team," Allianz can address consumer issues as they happen, providing a more user friendly and progressive process to solve customer pain points.
Allianz Worldwide Partners identified the five best practices that have helped in maintaining more than a 97 percent customer satisfaction rating among their 25 million U.S. customers served annually. The report shares lessons learned from company executives on factors that influenced the company's success in implementing a customer experience management program. Any business can utilize these five best practices to improve customer satisfaction:
- Listen to the "Voice of the Customer"
- Give Your Customers Decision Power
- Embrace a Customer-First Culture
- Empathize with the Customer's Journey
- Engage Your Associates
Humanizing Technology to Enhance Travel Protection, Present & Future
Emerging technology like Artificial Intelligence (AI), bots and voice search, and automation will change the way that people plan, book and experience travel. The combination of machine learning, big data and automated customer touchpoints will lead to consumers getting more personalized products and experiences in travel and beyond. For instance, chat bots and virtual assistants are being embraced by consumers for their easy access and instant response to information and customer service. In the future, Allianz Worldwide Partners envisions virtual assistants' ability to aid customers in purchasing protection plans and filing claims.
The report highlights innovative travel technologies like the TravelSmart app, which gives travelers quick, easy access to global assistance and travel safety tools at the touch of a button. Empowering the digital traveler, the newest version of Allianz's TravelSmart app enables users to track their flights in real-time, access policies, file claims, and find the closest hospitals, pharmacies and police stations overseas. Customers using the app can make instant calls to local emergency numbers almost anywhere in the world, as well as one-touch calls to Allianz's 24/7 travel assistance hotline.
Additionally, the award-winning AgentMax Online app equips thousands of U.S. travel agents with a suite of automation tools at their fingertips that make selling travel insurance easier.
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She holds a Bachelor's degree in Communication & Mass Media from Panteion University of Political & Social Studies of Athens and she has been editor and editor-in-chief in various economic magazines and newspapers.