R Property Insurance Company Service Management Innovation Research

With the increasingly fierce competition in the insurance market,the price among the insurance agents is becoming more and more transparent,the products and services tend to be identical,and the mode of competition is single.The average renewal rate of the automobile insurance customers in the main body of the market is about 50%.In this situation,the service management of the insurance company presents the following three problems: first,the customer’s demand is changing deeply,and the existing service mode is not suitable for the customer’s demand;Second,not enough customer care for uninsured customers;third,insufficient research on customer needs.The goal of this paper is to aim at the above problems,and propose that customer service should be based on enhancing customer satisfaction and customer loyalty.Focus on customer service experience,research customer needs,from the current universal service to meet customer differentiated needs,on the basis of meeting customer basic security needs,can also provide to meet customer expectations,In order to realize the transformation from "product-centered" to "customer-centric" development concept,we can continuously promote the transformation and upgrading of insurance services,and we will continue to develop to the market and to the service,and to the market,to the service,to the market,to the service,to the market,to the service,to the market,to the service.To establish an important foundation for the production and sustainable development of insurance companies.This paper takes R property insurance company as a case,the first chapter mainly introduces the research background,the research goal and the significance,the research method,the research thought,the main research content and the structure and so on.The second chapter mainly introduces the related theory foundation,and so on.Including customer relationship management theory,service quality gap model / 5 gap model)theory,Kanuo Kano model theory,customer experience management theory,service golden triangle theory,The third chapter mainly describes the current situationof R property insurance company service management.The paper also analyzes the reasons for the existing problems.Chapter 4th designs the innovative ideas and countermeasures of customer-centered insurance service management process.Chapter 5th gives the implementation of the insurance service management process.6th chapter summarizes the full text.The next possible research is prospected.This paper mainly has the following three innovation points: first,designs the new service flow from the customer experience angle,deeply studies the customer’s demand,improves the existing service flow with the customer experience angle,designs the new service item,To improve customer experience,enhance customer loyalty to insurance companies,and then improve the insurance company customer renewal rate,comprehensive cost rate,To enhance the core competitiveness of insurance companies has a practical role.Second,it is to use Internet technology to improve the service experience,make full use of advanced technologies such as mobile interconnection,big data,and so on,so that science and technology can penetrate into insurance services and improve service efficiency.Improve the interactive experience between insurance companies and customers,let customers experience the charm of insurance services brought by technology.Third,put forward the implementation of the promotion path.Innovative service projects through standardized uniform service standards,efficient customer service team,Performance evaluation system,friendly interface of the interactive platform to ensure the implementation of promotion.