Cookies help us display personalized product recommendations and ensure you have great shopping experience.

By using this site, you agree to the Privacy Policy and Terms of Use.
Accept
SmartData CollectiveSmartData Collective
  • Analytics
    AnalyticsShow More
    sales and data analytics
    How Data Analytics Improves Lead Management and Sales Results
    9 Min Read
    data analytics and truck accident claims
    How Data Analytics Reduces Truck Accidents and Speeds Up Claims
    7 Min Read
    predictive analytics for interior designers
    Interior Designers Boost Profits with Predictive Analytics
    8 Min Read
    image fx (67)
    Improving LinkedIn Ad Strategies with Data Analytics
    9 Min Read
    big data and remote work
    Data Helps Speech-Language Pathologists Deliver Better Results
    6 Min Read
  • Big Data
  • BI
  • Exclusive
  • IT
  • Marketing
  • Software
Search
© 2008-25 SmartData Collective. All Rights Reserved.
Reading: Data Controls and Customer Loyalty: How Big Companies Keep Clients
Share
Notification
Font ResizerAa
SmartData CollectiveSmartData Collective
Font ResizerAa
Search
  • About
  • Help
  • Privacy
Follow US
© 2008-23 SmartData Collective. All Rights Reserved.
SmartData Collective > Big Data > Data Mining > Data Controls and Customer Loyalty: How Big Companies Keep Clients
Big DataData ManagementData MiningData QualityInside CompaniesRisk Management

Data Controls and Customer Loyalty: How Big Companies Keep Clients

infogix
infogix
4 Min Read
SHARE

Data controls may go hand-in-hand with maintaining accurate financial information and compliance reports, but IT leaders from some of the nation’s biggest enterprises say they also use controls for something else: Customer retention.

Data controls may go hand-in-hand with maintaining accurate financial information and compliance reports, but IT leaders from some of the nation’s biggest enterprises say they also use controls for something else: Customer retention.

Progressive’s IT Group Manager, Joe Olexa, and Blue Cross Blue Shield of North Carolina Manager of Applied Systems Knowledge, Randy Mirador, agree that part of keeping clients loyal to their insurance providers is maintaining accurate customer data. And according to Olexa, minor slip-ups can to contribute to a client deciding to search for services elsewhere.

“Think about when you get erroneous emails or incorrect mailings, or even worse, you get information that was intended for somebody else – that’s not a real good recipe for retention,” Olexa said during an Infogix-hosted Q&A with leading data experts. “Errors like that really affect the loyalty aspect. I think there’s a real opportunity for the application of a number of controls to really extend that customer loyalty.”

More Read

Image
Using Sales Intelligence to Boost Revenue
How Big Data Can Help Forex Traders And Brokers Build A Better Future
Understanding the Principles of Data-Driven SEO in Web Design
Convergence 2013: CMOs Ain’t Rich, MSDynCRM is Getting There
The Environmental Performance Index, Visualized with R

For Mirador’s team at BCBSNC, concerns around retaining customers were much more serious than faulty emails. With the implementation of the Affordable Care Act, there were significant changes to the insurer’s product line, which meant quick changes to its business line to meet compliance standards.

Altering insurance offerings led to increased concerns from clients who were worried they might lose their existing policies. As a result, BCBSNC had to look at the policies most affected and took the necessary steps to meet customer needs.

“There’s a fine line between handling complaints and maintaining loyalty by keeping customers happy,” Mirador explained. “As you can imagine, there was a lot of confusion and concern, and we had to build or maintain that loyalty with customers. We created brick-and-mortar locations to meet face-to-face and answer their questions. We had traveling RVs and kiosks at other locations to get the right information to customers. Access to the right information goes hand-in-hand with compliance and customer loyalty.”

Overall, Olexa says a solid infrastructure of data controls can help an enterprise fix errors, address problems and keep customers happy.

“Controls can allow you to detect a problem earlier in the transaction lifecycle,” he said. “For example, if we send you a wrong bill, you might either cancel your policy or call us. That’s a bad customer experience that’s created right out of the gate. If we can detect that problem before the customer even realizes it and correct it, we may have just bought a customer for a longer period of time. Controls allow you to manage errors better.”

“I like to use the analogy that controls are the safety net underneath the trapeze artist,” Olexa continued. “You hope you never have to use it, but when you do, you’re sure as heck happy to have it.”

Both Progressive and BCBSNC have been Infogix customers for more than 20 years.

By: Mark Johnston

Share This Article
Facebook Pinterest LinkedIn
Share

Follow us on Facebook

Latest News

sales and data analytics
How Data Analytics Improves Lead Management and Sales Results
Analytics Big Data Exclusive
ai in marketing
How AI and Smart Platforms Improve Email Marketing
Artificial Intelligence Exclusive Marketing
AI Document Verification for Legal Firms: Importance & Top Tools
AI Document Verification for Legal Firms: Importance & Top Tools
Artificial Intelligence Exclusive
AI supply chain
AI Tools Are Strengthening Global Supply Chains
Artificial Intelligence Exclusive

Stay Connected

1.2kFollowersLike
33.7kFollowersFollow
222FollowersPin

You Might also Like

Good Times Ahead For College Marketing

1 Min Read

Radius Brings Sales Intelligence on Small Businesses to All Businesses

4 Min Read

Mass Digitization Threatens the IT Industry

4 Min Read
Motorsports
AnalyticsBig Data

Big Data in Motorsports: How F1 And NASCAR Compete on Analytics

7 Min Read

SmartData Collective is one of the largest & trusted community covering technical content about Big Data, BI, Cloud, Analytics, Artificial Intelligence, IoT & more.

AI chatbots
AI Chatbots Can Help Retailers Convert Live Broadcast Viewers into Sales!
Chatbots
ai in ecommerce
Artificial Intelligence for eCommerce: A Closer Look
Artificial Intelligence

Quick Link

  • About
  • Contact
  • Privacy
Follow US
© 2008-25 SmartData Collective. All Rights Reserved.
Go to mobile version
Welcome Back!

Sign in to your account

Username or Email Address
Password

Lost your password?