Skip to main content
SpringerLink
Log in

Customer Experience – die Königsdisziplin

  • Chapter
  • First Online:
Handbuch Versicherungsmarketing

How a customer behaves with a company is a reaction to how the company behaves with them.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 79.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book
USD 99.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Literatur

  1. AXA (2017) S. Loubry: AXA Strategic Ventures: Placing AXA at the heart of Insurtech. https://www.axa.com/en/spotlight/story/axa-strategic-ventures-at-the-center-of-fintech-and-insurtech. Zugegriffen: 13. Okt. 2017

    Google Scholar 

  2. Bain & Company (2014) Deutscher Versicherungsreport

    Google Scholar 

  3. Banking Hub (2017) Wie schwierig ist es, eine digitale Versicherung zu bauen? https://bankinghub.de/innovation-digital/wie-schwierig-ist-es-eine-digitale-versicherung-zu-bauen. Zugegriffen: 13. Okt. 2017

    Google Scholar 

  4. Batten & Company (2017) Insights 6/2017. http://www.batten-company.com/fileadmin/media/insights_artikel/Police_statt_Kunde_-_Wie_der_deutsche_Versicherungsmarkt_am_Kunden_vorbeiläuft_.pdf. Zugegriffen: 13. Okt. 2017 (Seite 6)

    Google Scholar 

  5. Batten & Company: Customer Experience Management. http://www.batten-company.com/customer-centricity/customer-experience-management.html. Zugegriffen: 13. Okt. 2017

  6. Newswire CPR (2017) EverQuote. https://www.prnewswire.com/news-releases/everquote-adds-home-and-life-insurance-to-its-industry-leading-insurance-marketplace-300503901.html. Zugegriffen: 13. Okt. 2017

    Google Scholar 

  7. The Connected Customer (2016) Affinion Group

    Google Scholar 

  8. Deutsche Startups (2017) 82,4 Millionen flossen 2016 in InsurTech-Start-Ups. deutsche-startups.de/2017/01/26/824-millionen-flossen-2016-insurtech-start-ups/. Zugegriffen: 13. Okt. 2017

    Google Scholar 

  9. Financial Times (2017) Insurance and the big data technology revolution. https://www.ft.com/content/bb9f1ce8-f84b-11e6-bd4e-68d53499ed71. Zugegriffen: 13. Okt. 2017

    Google Scholar 

  10. FinLeap (2017) https://www.finleap.com/blog/the-enablers-of-innovation-in-insurance. Zugegriffen: 13. Okt. 2017

  11. Frawley A (2014) Igniting customer connections. Wiley, Hoboken, New Jersey

    Google Scholar 

  12. Gründerszene (2016) H. Scherkamp: Der geheime Oscar-Konkurrent aus München. https://www.gruenderszene.de/allgemein/ottonova-versicherung-muenchen. Zugegriffen: 13. Okt. 2017

    Google Scholar 

  13. Kitewheel (2017) https://kitewheel.com/linear-customer-journey-obsolete-lessons-2017-kitewheel-partner-meeting/. Zugegriffen: 13. Okt. 2017

  14. KPMG (2017) https://assets.kpmg.com/content/dam/kpmg/ch/pdf/neues-denken-neues-handeln-digitalization-de.pdf. Zugegriffen: 13. Okt. 2017

  15. Marketing Resultant (2016) Customer experience management strategie. marketing-resultant.de/customer-experience-management-strategie/. Zugegriffen: 13. Okt. 2017

    Google Scholar 

  16. Marketing Resultant (2017) Customer journey orchestration. marketing-resultant.de/customer-journey-orchestration-jetzt-handeln/. Zugegriffen: 13. Okt. 2017

    Google Scholar 

  17. Marketing Resultant, Drawbridge System (2017) Vom call center zum customer engagement center. http://marketing-resultant.de/vom-call-center-zum-customer-engagement-center/. Zugegriffen: 13. Okt. 2017

    Google Scholar 

  18. Marketing Resultant, Avaya (2017) Vom Call Center zum Customer Engagement Center. http://marketing-resultant.de/vom-call-center-zum-customer-engagement-center/. Zugegriffen: 13. Okt. 2017

    Google Scholar 

  19. McKinsey (2016) The CEO guide to customer experience

    Google Scholar 

  20. McKinsey (2016) T. Catlin/E. Duncan/H. Fanderl/J.T. Lorenz: The growth engine: Superior customer experience in insurance. mckinsey.com/industries/financial-services/our-insights/the-growth-engine-superior-customer-experience-in-insurance. Zugegriffen: 13. Okt. 2017

    Google Scholar 

  21. Thiel S, Masuch C, Dommnich V (2017) Police statt Kunde – Wie der deutsche Versicherungsmarkt am Kunden vorbeiläuft. Batten Co Insights 6/2017

    Google Scholar 

  22. Trōv (2016) https://trov.com/blog/weve-partnered-with-munich-re-to-launch-on-demand-insurance-in-the-us-in-20. Zugegriffen: 13. Okt. 2017

  23. Urban M, v. Hülsen B, Fabre G, Chookaszian J, Tang T (2017) Digitizing customer journeys and the new insurance IT model. In: BCG perspectives in insurance, S 22–26

    Google Scholar 

  24. Versicherungswirtschaft heute (2017) Wefox steigt mit Star-Power zum Amazon der Branche auf. versicherungswirtschaft-heute.de/maerkte-vertrieb/wefox-steigt-mit-star-power-zum-amazon-der-branche-auf/

    Google Scholar 

  25. Wälder J, Heyen M, Sagawe C, Hendrik CJ (2017) KPMG Versicherungen im Zeitalter von Digitalisierung und Cyber

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. OptioPay GmbH, Berlin, Deutschland

    Oliver Oster

Authors
  1. Oliver Oster
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Oliver Oster .

Editor information

Editors and Affiliations

  1. 67rockwell Consulting GmbH, Hamburg, Germany

    Michael Reich

  2. Medien und Informationswesen, Hochschule Offenburg, Offenburg, Germany

    Christopher Zerres

Rights and permissions

Reprints and permissions

Copyright information

© 2019 Springer-Verlag GmbH Deutschland, ein Teil von Springer Nature

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Oster, O. (2019). Customer Experience – die Königsdisziplin. In: Reich, M., Zerres, C. (eds) Handbuch Versicherungsmarketing. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-57755-4_10

Download citation

  • DOI: https://doi.org/10.1007/978-3-662-57755-4_10

  • Published:

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-662-57754-7

  • Online ISBN: 978-3-662-57755-4

  • eBook Packages: Business and Economics (German Language)

Publish with us

Policies and ethics

Search

Navigation