Posts Tagged ‘consumer experience’

Industry Trends with Susanna Gotsch – June 2019

CCC Corporate / CCC Trends, Crash Course /

In this month’s edition of Industry Trends, Susanna breaks down the changes in vehicle complexity, repair costs and cycle time and how they drive us to rethink the entirety of the customer’s repair experience from crash to keys. How can our industry use technology to rethink the consumer claim and repair experience, placing more capabilities […]

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Improve Your Customer Experience: Part 1

CCC Corporate / Collision Repair Newsletter /

When looking for ways to boost your shop’s consumer service index (CSI), it makes sense to break it out by the three main communication touch points you have with your customers: first contact, scheduling and work in process, and vehicle pick-up.  As the first of our three-part blog series, we will start by reviewing best […]

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Customer Satisfaction through Multiple Touchpoints

CCC Corporate / Insurance, Perspectives /

(This article was originally featured in Property Casualty 360) Market Conditions Drive Change in Consumer Expectations Economic growth in the U.S. continues to expand, but at a rate that is lower than pre-recession.  Consumers and businesses continue to focus on reducing expenses and stretching their dollars further.  Consumers now spend more time than ever before researching […]

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Stay in Touch: Improve Your CSI Scores

CCC Corporate / Collision Repair Newsletter /

How do you ensure that each customer has a positive experience with your shop? You’re already providing high quality repairs and service, but did you know that regular communication with your customers can significantly increase your CSI scores? According to a survey by JD Power & Associates, satisfaction is considerably higher when customers have updates […]

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Collaboration Takes Center Stage in Claims Management

CCC Corporate / Insurance /

Understanding the consumer experience is more than a point in time Claims executives have it tough. You need to exceed customer expectations throughout a stressful experience that involves multiple touch points and multiple business partners. To do this well requires tremendous collaboration with both internal and external resources. And, according to industry research, there’s room […]

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Loyalty and the Customer Experience for Insurance Consumers

CCC Corporate / Insurance /

Insurance Companies, like most, are increasingly facing challenges of how to increase customer retention and create a better customer experience. This article from West Monroe Partners dives into those challenges and more: Research within the Insurance Industry has shown that a policyholder’s perception of an insurance company is developed as a result of their interaction […]

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