One of my favorite job duties in my past life of insurance DRP management was the annual focus group studies. The company would hire a marketing firm to host one to two hour discussions with a group of insureds that had experienced a claim with repairs in the last year. The information and insights gained from watching the hours of video was priceless.
When we first started the project (1998) the #1 complaint was communication and when I ended in 2009 the #1 complaint was still communication. In the beginning we under communicated and now customers respond with too much "useless" communication. We have too many people involved in the claim process which can mean 5-8 different parties all trying to communicate with the customer.
If you communicate with the customer on their terms and in a non-intrusive manner you'll make a customer for life. That's why UpdatePromise has been so successful in the market working with shops to keep the customer informed, not overwhelmed.
The bonus is the program stays in touch with your customer up to a year after the repair, reminding them of the great job your repair facility did. Take some time to watch the video and remember the program is fully integrated with Mitchell and CCC to make it a complete hands off program for repairers.
Tags: constant, contact, customer, marketing, message, text
Views: 59
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