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Sozialisiert durch Google, Apple, Amazon, Facebook und Co. - Kundenerwartungen und -erfahrungen in der Assekuranz. Proceedings zum 20. Kölner Versicherungssymposium am 5. November 2015 in Köln

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  • Völler, Michaele (Ed.)

Abstract

Die neue Welt ist intuitiv und leicht. Die Toleranz der Kunden gegenüber Umständlichkeit und Intransparenz sinkt. Andere Branchen bemühen sich schon heute darum, Kundenbedürfnisse jenseits der Industriegrenzen zu erkennen und zu bedienen. Erfahrungen, die Kunden in der digitalen Welt in anderen Branchen machen, prägen zunehmend ihre Erwartungen auch an Versicherungsunternehmen. Dies stellt die Assekuranz vor enorme Herausforderungen, da sie oft noch eher produktorientiert als kundenzentriert agiert. Der vorliegende Symposiumsband fasst die Kernaussagen der Fachvorträge des 20. Kölner Versicherungssymposiums zusammen. Es werden Ansätze von Versicherungsunternehmen vorgestellt, die sich schon heute darum bemühen, Kundenorientierung zu verbessern und positive Kundenerlebnisse zu ermöglichen.

Suggested Citation

  • Völler, Michaele (Ed.), 2016. "Sozialisiert durch Google, Apple, Amazon, Facebook und Co. - Kundenerwartungen und -erfahrungen in der Assekuranz. Proceedings zum 20. Kölner Versicherungssymposium am 5. November 2015 in Köln," Forschung am ivwKöln 3/2016, Technische Hochschule Köln – University of Applied Sciences, Institute for Insurance Studies.
    • Handle: RePEc:zbw:thkivw:32016
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    References listed on IDEAS

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    1. Homburg, Christian & Stock-Homburg, Ruth, 2012. "Theoretische Perspektiven zur Kundenzufriedenheit," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 57140, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
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