- Agency Customer Loyalty Program: Consulting five million policy holders
CMI annually managed a major customer loyalty program, conducting over 5 million surveys for a leading insurance company representing over 10,000 agencies. The highly visible program tracked progress on key measures to direct resources and increase loyalty.
The result: internal stakeholders used CMI’s reporting portal, ViewPointCX, to manage information, evaluate performance, determine compensation, and coach and train to improve the overall customer experience and increase loyalty.
- Brand Image and Awareness Monitoring: Understanding the gatekeepers
CMI helped a large national financial services company monitor trends among consultants/brokers and human resource decision makers regarding insurance and employee benefits providers.
The result: developed new marketing strategies to guide future enrollment cycles and answer decision makers’ questions.
- Simulated Conversations: Managing price sensitivity
CMI paired brokers and target consumers in dyads to evaluate messaging regarding planned pricing changes from both the agent and decision-maker perspectives.
The result: a communications strategy that addressed both agents’ and customers’ key concerns and incorporated effective wording for a challenging message.