Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
Belfius : 95,25% customer satisfaction. Can you believe it?
Apr05

Belfius : 95,25% customer satisfaction. Can you believe it?

I visited a Belfius branch last week and was stunned to see their latest marketing campaign and their claim about their high customer satisfaction: 95,25% customer satisfaction ! Can you imagine ? This is just an amazing score. So amazing that it can hardly be trusted as I already wrote many years ago on this blog. I digged into this matter, looked for facts on the satisfaction in the banking industry and explain below why the...

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Market research : Norwegians don’t want personnalized insurance
Feb08

Market research : Norwegians don’t want personnalized insurance

Insurance companies are getting increasingly personal and thanks to digitization they are proposing new tailor-made products. Two main applications can be found : Personalized health insurance Personalized car insurance We have explored in recent articles the different aspects of such insurances (see for instance our article on black boxes in cars, or this article on the dangers of personalized health insurances) but hadn’t...

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Vitality offers Apple watch to monitor your activity : one more insurance into big (health) data
Nov28

Vitality offers Apple watch to monitor your activity : one more insurance into big (health) data

A few weeks ago we were discussing on this blog the trend of the insurance market to collect very intrusive data. I had the opportunity to raise my concerns at several conferences and got the impression that people were not aware of what was going on (especially as far as car insurances are concerned). In particular I gave the example of CSS Insurance in Switzerland which proposed customers to wear a fit band capturing activity data...

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Banks are laying off : only because of digitalisation ?
Oct05

Banks are laying off : only because of digitalisation ?

ING : 3500 jobs cut. Axa : 650 jobs cut. BNP Paribas Fortis : 1000 jobs cut. As the Financial Times pointed out, some 100,000 jobs will be cut in the banking sector in 2016. Read again. One hundred thousands. That’s a lot. The reason which is given is that digitalisation have made jobs redundant. And I very much agree with the fact that digitalisation has dramatically changed the business landscape and has forced companies to...

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Why you should not wear health devices
Sep26

Why you should not wear health devices

So far insurances had to rely on your declarative questionnaires to evaluate the risk you represented. Those have been found to be very intrusive; so intrusive in fact that Belgian consumers’ defense organization Test Achats has urged insurance companies to change those questionnaires (link in French). This evaluation was made at the time you subscribed the insurance and was likely not to be revised afterwards. Insurances had to...

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