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Strategy and Leadership Podcast | SME Strategy Consulting
How To Deliver Value For An Invisible Product With Keith Farley
Jan 12, 2024
Keith Farley, SVP at Aflac, shares strategies for selling invisible insurance claims focusing on customer experience, workplace culture, and technological innovation. He explains how they keep customers informed during claim processing and create connections using a duck mascot. Topics discussed include stability, customer preferences, delivering value, health spending accounts, cultural differences in marketing, and cultural outreach through sponsorship.
22:39
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Quick takeaways
- Providing stable and consistent service is crucial in fulfilling insurance companies' commitment to customers during challenging times.
- Emphasizing personal interactions while incorporating digital solutions helps insurance companies maintain trust and deliver exceptional customer experiences.
Deep dives
The Importance of Consistent Service and Customer Satisfaction
In this episode, Keith Farley, Senior Vice President of Aflac, highlights the significance of providing stable and consistent service to customers. He emphasizes that customers rely on insurance companies during their most challenging times, such as health issues or accidents. Aflac aims to ease their burden and provide financial assistance, emphasizing the importance of fulfilling their commitment to customers. Farley also discusses how the way customers interact with insurance companies has changed over the years, with the introduction of mobile apps for online claims filing. However, Aflac still prioritizes personal interactions when necessary to ensure customers understand their coverages and feel supported.
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Discover
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Listen to the best highlights from the podcasts you love and dive into the full episode