business presentation
rawan8899
ProjectPresentation.pptxProject Name??
Internal
INTERNAL
1
Agenda
01
Objectives
Scope
Current Retention Model & Performance Assessment
RW/NB Drop-Off & Loss Observation Findings
Opportunities & Challenges
Recommendation & Action Plan
02
03
04
05
06
07
08
2023 Outlook
PUBLIC
Internal
2
Customer experience •even if our customers love our products if the journey to get it is challenging that’s what they will share with others · never underestimate of the power of understanding your customers · the Journey begins the moment they become aware of your brand And guess what! the journey never really ends even when they leave us because they will share their experience over and over. Airbnb didn’t build hotels, they changed the entire experience of lodging Uber didn’t create another taxi, they created a hole customers journey These were designed based on customer needs, not product
PUBLIC
Internal
Renewal Opening
01
02
03
04
05
06
Access Renewal
Initial Quote
Order
Final
Quote
Buy
% of log in from receiving comm.
% of overall quoted / % of quoted from log in time
% of manual quotation / auto quotation
% of paid/ % of paid from quotation in time
% of eligible discounts, % Paid with discount and without
% order amendments (ML/scheme changes)
% of renewed with same last year policy Vs. Amended Policy
% Drop off customers?
Why drop off?
% of Drop off coming back as NB?
AVG. Renewing Period/Contract?
Avg. sent comm. Per group to start
Avg. sent comm. Per group to pay
Avg. sent comm. Per group to continue
AVG Los Ratio / AVG Customer Exp.%
Impact of Sales Team in term of Engagement - Closing?
Internal
INTERNAL
1 ) Objectives
Optimize customer experience.
Internal
INTERNAL
2) Scope
Analysis and findings are conducted on SME NB and Family RN.
Internal
INTERNAL
3) Current Retention Model & Performance Assessment
Internal
INTERNAL
Customer experience is a key driver of customer retention and lifetime value. Our solution, a customer experience optimization platform, helps you identify the most common customer pain points in your business and provides personalized recommendations to improve the customer experience. We have helped more than 10,000+ brands worldwide increase their customer satisfaction rates by an average of 10%.
Internal
INTERNAL
