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Three of CMI's research experts were featured in industry-leading publications during June and July: Insurance Journal, Pharmaceutical Executive and Chief Learning Officer. Produced in collaboration with our clients, each article is packed with research best practices based on our collective experience and expertise. We hope you find them useful and informative.
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Use Customer Survey Data to Train, Incentivize and Improve Customer Satisfaction
In the June issue of Chief Learning Officer magazine, CMI's Mike Mabey, Vice President of Client Solutions, and Richard Mark, Senior Vice President of Ameren Missouri, share how Missouri's largest utility created positive culture change by leveraging continuous customer feedback. "Energizing Culture Change" is full of best practices and describes how Ameren turns customer feedback into actionable insights that inform learning and business processes throughout the organization using CMI's Web Insights Navigator (WIN) system. The WIN system provides organizationwide access to statistically valid and quantifiably measurable feedback, as well as anecdotal insights from customer surveys. Managers across the organization can access monthly survey results relevant to their area of responsibility and share best pratices for improvement within the organization. Key performance indicators and incentives are also tied to Ameren's WIN system. To learn more about how Ameren and other organizations use CMI's WIN system to glean actionable insights from their customer satisfaction surveys, contact Mike Mabey. |
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Gain New Insights Through Simulated Conversations
When the research goal is to understand the complexities, challenges and opportunities that occur during important conversations between consumers and intermediaries, a carefully researched and strategically designed simulated conversation (also known as a dyad) can reveal startlingly real representations of actual conversations. This "fly on the wall" view of one-on-one conversations tells marketers whether or not marketing messages are being delivered and received effectively. It also provides strategic insights regarding critical messages and issues. Simulated conversations are particularly useful in situations when marketers rely on intermediaries and the conversations are effectively off-limits to observers, such as: - Understanding the dialog between physicians and patients about treatment options
- Hearing financial advisors and wealthy client discuss specific investment products and considerations
- Listening to insurance agents present new or expanded product information to existing customers
For more on this topic, check out Bronwen Clark's recent podcast for Insurance Journal: "Agent-Customer Conversations Offer P/C Insurers New Insight Into Sales Process." Or contact Bronwen Clark directly to discuss how CMI works with clients to implement simulated conversations. |
