State Farm Insurance ESP

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Information about State Farm Insurance ESP
Business & Mgmt

Published on March 21, 2009

Author: aprilsystems

Source: slideshare.net

Description

ESP presents an eavesdrop dipstick on State Farm Insurance

EAVESDROP DIPSTICK #017 State Farm Insurance ESP eavesdrop.silhouette.perspective ESP.ED017

Eavesdropping on customer perception for State Farm Insurance SAMPLE EAVESDROP REPORT ESP.ED017 All Companies > State Farm Insurance > Policy Perception Good Discounts Poor Coverage Unreasonable Rejection Selective Acceptance Unpalatable Bundling Bad Policy To analyze performance of State Farm Insurance on dimensions like Brand Perception, Agent Perception, Customer Service Experience and Claims handling vis à vis competitors Challenge Conversations from Consumer Generated Media were analyzed using Natural Language processing techniques Domain knowledge encapsulating lexicons Analytical tools for classification of dimensions Further analysis includes Key Drivers analysis: to identify pain points and drivers leading to customer perceptions Competitive landscape analysis: to benchmark performance against competition Solution Consistent problem areas across all brands are Agent Perception, Customer Service Experience and Claims handling Key drivers analysis revealed Good Discounts could probably be the reason for a comparatively positive perception of the policy Process improvement areas got highlighted by the analysis Take Aways

Conversations from Consumer Generated Media were analyzed using

Natural Language processing techniques

Domain knowledge encapsulating lexicons

Analytical tools for classification of dimensions

Further analysis includes

Key Drivers analysis: to identify pain points and drivers leading to customer perceptions

Competitive landscape analysis: to benchmark performance against competition

Consistent problem areas across all brands are Agent Perception, Customer Service Experience and Claims handling

Key drivers analysis revealed Good Discounts could probably be the reason for a comparatively positive perception of the policy

Process improvement areas got highlighted by the analysis

Extract themes from user generated content across customer touch points Spark viral trends using web 2.0 concepts over the internet Analyze drivers and patterns behind brand perceptions AT KALEIDOSCOPE, WE LEVERAGE SOCIAL MEDIA Page number 6 of 12 Deliverable eavesdrop report on named brands on a periodic basis Deliverable silhouette report on named brands on a periodic basis Deliverable Strategy Consulting to leverage web 2.0 for your brand ESP.ED017 DOMAIN UNDERSTANDING LEXICONS EARDRUM™ MASHUPS SILHOUETTE EAVESDROP TM PERSPECTIVE

Fractal is a leading provider of customer intelligence to consumer-oriented businesses. Fractal's solutions help companies across the globe drive competitive advantage through a deeper understanding of their customer base, and using this understanding to drive intelligent interaction with customers. United States +1 201 633 8728 Rest of the Globe +65 6443 1926 www.fractalanalytics.com India +91 22 6704 2444 kal.eidoscope.com Kaleidoscope SOCIAL MEDIA ESP ESP.ED017 TM ESP

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