Improved customer satisfaction seals AXA’s top industry post
Life insurer AXA Philippines is confident it is on track to becoming the preferred company, and one of the dominant players in the local life insurance industry with its heightened focus on customer experience. In an interview, AXA President and Chief Executive Officer Rien Hermans said as the company started crossing the line in 2010, it recognized that the customer has to be at the centre of attention in everything that AXA does – prompting a change in systems and procedures for customer service and in building up sales. “Every research is showing that we have succeeded in this and that customers have a more positive experience in their dealings with AXA. There are more repeat sales, better persistency, and increased referrals,” Mr. Hermans said. “These two pillars resulted to two things: 1) sales more than doubled from 2009 to 2011 with compound annual growth rate (CAGR) of 45%, and 2) improved customer satisfaction.” This was the result of the AXA strategy of giving customers wh...