P681 | Programme on Customer Experience Management For C-Zone Officials (LIC)

The expectations of the Customers for better engagement are ever increasing. This calls for the upskilling of customer zone personnel as the skill sets of the personnel play a very crucial part in providing satisfaction to the customers, given the long-term bond that gets built into the Insurance Contract. Improving performance management and providing training on best practices to the officials manning the call centers is key to keeping the customers happy. Customers are increasingly relying more on these Customer Zones where they get a quicker solution to their problems.

It costs many times more to acquire a new customer than retaining the existing ones. However, not all customers' needs and expectations are the same. Some require more attention than others, some need guidance from time to time while some simply do not wish to be disturbed. By gaining insights into their needs, preferences and behavior, customer-journeys can be optimized at the various critical touch points that act as "Moments of Truth". The staff at Customer Zones need to be sensitized to these aspects and trained to handle different types of customers, especially those who call in or e-mail their requests.

This program intends to create a differentiated experience at these touchpoints particularly "Customer Zones" that the customers choose to interact with LICI. It may help the Customer Zone managers in enhancing and aligning their service delivery capabilities towards the behavioral shifts of the target customers. It is about knowing our customers completely that one can create and deliver personalized experiences that will entice the customer to not only remain loyal to LIC of India, but also to recommend to others about the organization.