Financial Consumer Protection Class
With the development of society and people's requirements for quality of life are getting higher and higher, the experience value standard of insurance services will be relatively greatly improved in the hearts of every consumer.
In a previous program, we learned that Taikang Insurance's superbody strategy is a major innovation in the insurance industry. In today's program, we invited Shi Xiaojiao, a teacher from Taikang Life Insurance Hubei Branch, who will explain to us how Taikang Insurance brings super experience to customers through the super body strategy from the perspective of her own experience officer.
We understand that you are now in charge of the super operation of the Health Wealth Experience Center in Hubei, can you give us a brief introduction to the Health Wealth Experience Center?
Shi Xiaojiao: With the improvement of customers' demand for service and experience, Taikang has also been doing service innovation. Among them, the service places are constantly upgraded, and the functions of the new life plaza are constantly innovated, from the traditional customer service counter, customer service staff sitting at the counter and waiting, to taking the initiative to provide some after-sales policy services for customers in need. In the subsequent experience center, customers can freely visit and experience, and the experience consultant team can provide explanation services, from passive service to active service, more health experiences are available for customers to visit, and Taikang's sales model has risen from product economy to service economy, and further reached the experience economy.
In this context, the health wealth experience center was born, and some friends may ask, what is the role of the health wealth experience center?Some friends may know that Taikang has a big health strategy, with a four-in-one entity and service, five major medical centers, and a combination of insurance payment and medical care entity services, which are all displayed in the exhibition hall of the Health Wealth Experience Center.
On the one hand, the original intention of the construction of the Health Wealth Experience Center is to enhance the visiting experience of our customers, so that customers can have a deeper understanding of our services and products, so as to better choose the products that suit themOn the other hand, the Jiancai Center can provide different marketing scenarios for the first-class team, even health services, as well as a new super experiential marketing model to promote business development. At the same time, it also serves as a daily training base to continuously improve the professional level of salesmen and better serve customers.
As a well-known insurance company, Taikang has a history of many years. Can you give us a brief introduction to how you provide customers with superbody experience services in your daily work?
Shi Xiaojiao: Of course, Taikang Insurance was established in 92 and officially established in 96, and it has been 27 years now, and it has always attached great importance to the needs and experience of customers. We are also committed to providing customers with a full life cycle, all-round and considerate service from cradle to paradise. First of all, we have a professional customer service team, after strict training and assessment, to ensure that we can provide customers with warm, professional and efficient service.
Secondly, we will communicate with customers in a variety of ways, including customers participating in our activities or visiting our various superbodies, etc., to meet the different needs and Xi of customers. In addition, we also provide Taikang's own convenient self-service platform, so that customers can easily query policy information, handle claims, etc.
Can you briefly introduce how the experience consultant of the health finance center generally takes customers to experience Taikang's super body strategy?
Shi Xiaojiao: We often start with three stories to convey our Taikang philosophy of "respecting life, caring for life, and celebrating life" to our customersThis is followed by the sand table of our center, which is the layout of Taikang in Hubei Medical Care and Kangning, which includes our Chuyuan Retirement Community, Taikang Tongji Wuhan Hospital, Xianhe Lake Humanities Memorial Park, Jingshan Farm, and Taikang Dentistry.
Let me introduce you to the Chuyuan community, which adopts the CCRC continuous care model, and divides the park into four types of businesses according to the physical and health conditions of residents: Building 2 is inhabited by assisted nursing, professional nursing, After 16 years of exploration and practice, it has realized the layout of 37 projects in 32 cities of Taikang Home Pension Community in the country, of which 20 communities in 19 places have opened and operated, with more than 11,000 residents, and continues to lead the industry with "Taikang speed". In the future, Taikang Home will continue to deepen the national and networked layout, so that more elderly people can enjoy a high-quality new life for the elderly
So what achievements and effects have been achieved since the implementation of these super body experience services?
Shi Xiaojiao: Since the implementation of the super body experience service, we have achieved a series of achievements and effects. The first is the improvement of customer satisfaction. Through our efforts, customer satisfaction has been significantly improved, and we have received praise and praise from many customers. The second is the deepening of customer relationships. By providing personalized service to our customers on an ongoing basis, our relationship with our customers has been further strengthened, and customers are more willing to interact and communicate with us. There is also the enhancement of market competitiveness. The introduction of the Super Body Experience service has enhanced Taikang Insurance's competitiveness in the market, and all our services and products are more in line with the needs and expectations of customers, which also helps us achieve better performance in the market.
Produced by |Wuhan Emergency Broadcasting.
Audit |Zhang Tao.
Editor-in-charge |Zhang Feng, Wang Gang.
Edit |Yuan Yuan.