Please use this identifier to cite or link to this item: http://hdl.handle.net/2445/140078
Title: The customer experience as a source of competitive advantage what insurers can learn from other industries’ leaders
Author: Thibault, Genevieve
Director/Tutor: Grau Algueró, Carlos
Keywords: Assegurances
Garantia de qualitat
Educació del consumidor
Tesis de màster
Insurance
Quality assurance
Consumer education
Masters theses
Issue Date: 2012
Series/Report no: 155
Abstract: With a clear outlook towards today’s fierce price competition and rapidly changing customer expectations, this thesis seeks to summarize how companies who turn to embracing the philosophy of providing a superior customer experience to differentiate themselves can achieve a sustainable competitive advantage over its competitors. To this end, the thesis will provide an overview of key elements in designing and innovating the customer experience in light of current social trends and crossindustry insight from customer service established leaders. To easily undertake this reflection process, the thesis is divided the following way: basic concepts of services, external market outlook, internal considerations for companies, a highlevel approach to rethinking the customer experience, and finally conclusions.
Note: Màster de Direcció d'Entitats Asseguradores i Financeres, Universitat de Barcelona, Facultat d'Economia i Empresa, Curs: 2011-2012, Tutor: Carlos Grau Algueró
URI: http://hdl.handle.net/2445/140078
Appears in Collections:Màster - Direcció d'Entitats Asseguradores i Financeres (DEAF)

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