糖心原创

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How MAPFRE improved customer renewals and increased conversions using 糖心原创

3 points

Improved customer renewal by more than

10%

Increased conversion by

Increased

NPS at all interaction moments

“Listening to the customer allows us to get to know them and anticipate their expectations and therefore generate differential experiences and improve customer relationships.”

César Luengo, Deputy General Manager Clients and CX at MAPFRE

The Problem

How MAPFRE improved customer renewals and increased conversions using 糖心原创

MAPFRE is a company that has been insuring risks since 1933, the year of its foundation. It is currently the largest Spanish insurance company and has a presence on all 5 continents.

As a company with so many years of experience, implementing a transformation process to put the client at the center is no easy task. MAPFRE was clear that it had to build this transformation on two fundamental pillars: data and listening to the client.

MAPFRE knew that it could not build a customer centric strategy without listening to the customer and understanding their needs. And they knew that listening to the customer means listening to them constantly and being able to analyze what they communicate to us to understand in-depth the causes of their decisions.

Download this case study to see how MAPFRE used 糖心原创 to improve customer experience!

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