BOSTON--(BUSINESS WIRE)--Sept. 20, 2005--Imagine for a moment you're a customer. Not hard to do, since we all find ourselves purchasing at least a few items or services every day.
What was your experience? Was it good or bad?
Alex Gonzalez, Customer Experience Leader at GE Insurance Solutions, believes no matter the business or brand, every customer will have an experience. The key is how that experience is managed.
This week Gonzalez will share his insights with insurance professionals at an Insurance Performance Association conference in Boston. His presentation is titled "Delivering a Customer Experience that Matters."
"People always ask, 'What is customer service?'" says Gonzalez. "The best answer is that it's whatever our customer says it is. That's why an organization needs to begin with a strong sense of listening to its customers and understanding their goals, their desires, and their frustrations."
Gonzalez continues: "It's not just listening; in the case of GE Insurance Solutions, we have to build strong, lasting, mutually profitable relationships with our strategic customers. And we need our best people to build and maintain these relationships."
In his presentation, Gonzalez reveals the ingredients to building a culture within a company that's focused around the customer. Gonzalez says culture extends from sales to service, and is built on an understanding that each person in the organization affects the customer's experience.
"Every time one of our customers or distributors comes into contact with us they have an experience," says Gonzalez. "It will be good or bad but they will have one. Our goal at GE Insurance Solutions is that they have a great experience when they do business with us."
Gonzalez will also discuss some of the processes and metrics GE Insurance Solutions uses to ensure and measure and sustain customer satisfaction. They include Six Sigma -- a methodology applied to eliminate defects in operations -- and Net Promoter Score -- measuring how likely a customer would be to recommend a company to someone else.
Gonzalez is Customer Experience Leader for GE Insurance Solutions and leads a global team that enables the company to deliver "unsurpassed customer service." He has served in several sales, marketing and Quality roles with the company. Before joining GE, Gonzalez held various underwriting, sales and leadership roles at Chubb Insurance. He has a degree in Finance from the University of South Florida and is Six Sigma Certified.
"Building the High Performance Insurance Organization" is one of two conferences this week sponsored by the Insurance Performance Association (IPA). The conference takes place at the Ritz-Carlton Boston Common September 20 and 21. On September 22 and 23, IPA will hold "Six Sigma Enabled Insurance Processes, Practices & Systems: How to Achieve and Sustain Breakthrough Improvements in Productivity, Costs, Quality, and Service."
GE Insurance Solutions (NYSE: GE) protects people, property and reputations. With more than $48 billion in combined assets, the GE Insurance Solutions group of companies is one of the world's leading providers of commercial insurance, reinsurance and risk management services. Combining deep practical risk expertise with GE's business acumen, our dedicated professionals in offices around the globe help customers understand and manage risk more effectively. More information is available at www.geinsurancesolutions.com.
Contacts
GE Insurance Solutions
John Novaria, 816-448-7608
[email protected]
Jeff Wilson
GE Capital Corporate Finance
[email protected]
1-203-749-6340