RICHMOND, VA, DECEMBER 7, 2017 — A new series of reports released today by Allianz Partners USA, a leading global travel insurance provider, outlines best practices for improving customer experience and satisfaction, as well as latest trends in technology and innovation for travel protection. In the increasingly competitive and unpredictable travel market, the company illustrates how these touchpoints can serve as competitive advantages to drive higher sales through customer satisfaction and loyalty.
Allianz Worldwide Partners highlights successful strategies and tactics for using customer feedback to develop better products and processes in “Five Practices to Stay Connected to Your Customers’ Needs.” The company also explores how evolving technologies add convenience and accessibility to consumer travel planning, protection and assistance in “Humanizing Technology to Enhance Travel Protection, Present & Future.”
“With constant changes in technology and customers’ travel protection needs, we rely on customer feedback to drive product, process and service improvements,” said Joe Mason, Chief Marketing Officer, Americas at Allianz Worldwide Partners USA. “In our new set of white papers, we share how our company has continually improved the customer experience through the use of technology.”
Provided below is a preview of the two new 8-page reports by Allianz Worldwide Partners, available as free downloads at AllianzAdvantage.com.
Five Practices to Stay Connected to Your Customers’ Needs
Gartner reported that nine out of ten companies today must compete for business based on their customer experience. That’s more than doubled from four years ago.
Allianz Worldwide Partners has implemented practices to stay abreast of customer concerns and needs in real-time. Each week, the travel insurance provider holds internal “Testimonial Tuesdays,” where teams circulate a summary of customer comments and analyze them to decide the next course of action to improve customer experience. With their cross-divisional “Customer Champion Team,” Allianz can address consumer issues as they happen, providing a more user friendly and progressive process to solve customer pain points.
Allianz Worldwide Partners identified the five best practices that have helped in maintaining more than a 97 percent customer satisfaction rating among their 25 million U.S. customers served annually. The report shares lessons learned from company executives on factors that influenced the company’s success in implementing a customer experience management program. Any business can utilize these five best practices to improve customer satisfaction:
1. Listen to the “Voice of the Customer”
2. Give Your Customers Decision Power
3. Embrace a Customer-First Culture
4. Empathize with the Customer’s Journey
5. Engage Your Associates
To download the white paper, “Five Practices to Stay Connected to Your Customers’ Needs,” go to AllianzAdvantage.com.
Humanizing Technology to Enhance Travel Protection, Present & Future
Emerging technology like Artificial Intelligence (AI), bots and voice search, and automation will change the way that people plan, book and experience travel. The combination of machine learning, big data and automated customer touchpoints will lead to consumers getting more personalized products and experiences in travel and beyond. For instance, chat bots and virtual assistants are being embraced by consumers for their easy access and instant response to information and customer service. In the future, Allianz Worldwide Partners envisions virtual assistants’ ability to aid customers in purchasing protection plans and filing claims.
The report highlights innovative travel technologies like the TravelSmart™ app, which gives travelers quick, easy access to global assistance and travel safety tools at the touch of a button. Empowering the digital traveler, the newest version of Allianz’s TravelSmart app enables users to track their flights in real-time, access policies, file claims, and find the closest hospitals, pharmacies and police stations overseas. Customers using the app can make instant calls to local emergency numbers almost anywhere in the world, as well as one-touch calls to Allianz’s 24/7 travel assistance hotline.*
Additionally, the award-winning AgentMax Online™ app equips thousands of U.S. travel agents with a suite of automation tools at their fingertips that make selling travel insurance easier.
To learn about emerging travel technologies in the white paper, “Humanizing Technology to Enhance Travel Protection, Present & Future,” go to AllianzAdvantage.com.
Allianz Travel Insurance** is offered through most major U.S. airlines, leading travel agents, online travel agencies and directly to consumers. For more information on Allianz Global Assistance and the policies offered for travelers, please visit: http://www.allianztravelinsurance.com or like us on Facebook at Facebook.com/AllianzTravelInsuranceUS.
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Allianz Worldwide Partners USA
Allianz Worldwide Partners USA (AGA Service Company) is a leading consumer specialty insurance and assistance company. We provide insurance to 25 million customers annually and are best known for our Allianz Travel Insurance plans. In addition to travel insurance, Allianz Global Assistance USA offers tuition insurance, event ticket protection, registration protection for endurance events and unique travel assistance services such as international medical assistance and concierge services. The company also serves as an outsource provider for in-bound call center services and claims administration for credit card companies.
*Subject to acceptance of the terms and conditions of the app. International/Domestic message & data rates may apply.
**Terms, conditions, and exclusions apply to all plans. Plans are available only to U.S. residents. Not all plans are available in all jurisdictions. For a complete description of the coverage and benefit limits offered under your plan, carefully review your plan’s Letter of Confirmation/Declarations and Certificate of Insurance/Policy. Insurance coverage is underwritten by BCS Insurance Company (OH, Administrative Office: Oakbrook Terrace, IL), rated "A‐" (Excellent) by A.M. Best Co., under BCS Form No. 52.201 series or 52.401 series, or Jefferson Insurance Company (NY, Administrative Office: Richmond, VA), rated "A+" (Superior) by A.M. Best Co., under Jefferson Form No. 101‐C series or 101‐P series, or Nationwide Mutual Insurance Company and Affiliated Companies (One Nationwide Plaza, Columbus, OH 43215‐2200), under Form Nos. SRTC 2000 and NSHTC 2500, each rated “A+” (Superior) by A.M. Best Co., depending on state of residence. Allianz Travel Insurance products are distributed by Allianz Global Assistance, a brand of AGA Service Company. AGA Service Company is the licensed producer and administrator of these plans and an affiliate of Jefferson Insurance Company. The insured shall not receive any special benefit or advantage due to the affiliation between AGA Service Company and Jefferson Insurance Company. Noninsurance benefits/products are provided and serviced by AGA Service Company.
“Gartner,” a registered trademark, belongs to Gartner, Inc. and/or its affiliates in the U.S. and internationally, which is a Non-Sponsor. “Allianz Travel Insurance,” “Allianz Worldwide Partners,” and “Allianz Global Assistance” are marks of AGA Service Company and/or Allianz Worldwide Partners. Marks not owned by AGA Service Company/Allianz Worldwide Partners are used without permission. Non-Sponsor does not sponsor or endorse AGA Service Company/Allianz Worldwide Partners or this advertisement, and AGA Service Company/Allianz Worldwide Partners do not sponsor or endorse any of the Non-Sponsors.