Peace of Mind: the Ultimate Add-On
Our initiatives are born out of research-driven consumer insights. We start with a unique understanding of market trends and the end-users’ needs and desires, and transform that insight into useful offerings that help our clients increase ESC sales, deliver a better customer experience, build customer loyalty and increase lifetime value. It’s what sets us apart.
This is the genesis of one of our major initiatives in 2014 – expanding our digital sales and online service offerings, especially as it relates to attracting Millennials.
Our research confirms that an increasing number of consumers, Millennials in particular, are comfortable purchasing ESCs online. What’s more, they want and expect self-service via the web for registration, filing a claim, checking status, etc.
That’s important, since Millennials offer huge potential lifetime value. They represent nearly a third of the U.S. population, they purchase more consumer electronics than any other generation and they are more apt to believe that ESCs are an important part of a purchase.
Our digital initiatives help retailers and manufacturers offer ESCs in a more compelling way and provide the right mix of benefits, while also delivering a better post-purchase customer experience in order to keep Millennials as brand-loyal shoppers for decades to come.
— Jeff Unterreiner,
Senior Vice President
Although Asurion acquired NEW five years ago, it was not fully integrated as an operating unit until this past year. Our recent leadership team identified and developed meaningful assets to enhance our extended service plans. The first core principle is driving simplicity throughout the consumer journey to ensure trust and ease of use. Second, we continue to invest in technology to actively bring to life the product features our extensive consumer research identifies as compelling. And lastly, we always ensure the power of consumer choice at every touch point, from how plans are purchased, serviced, and fulfilled across any channel – call centers, online and mobile experiences. We strive to empower the consumer.
Asurion also strives to maximize a consumer’s enjoyment of their purchase to optimize their investment. As a result, our programs accrue significant loyalty back to our retailers and Asurion. Our insight, driven by more than 20 years of experience and 280 million consumers, enables Asurion to design products and services that solve problems for the next generation of digital devices and electronics, beyond just a repair/replace solution. Asurion’s continued leadership position is evidenced by our 4.7 star rating garnered by two million consumers’ feedback.
— Chuck Stewart, Senior
Vice President, Client Services & Business Development
Bankers Warranty Group
Bankers Warranty Group (BWG) is always moving forward. BWG partners with retailers, distributors, buying groups and manufacturers who are working hard every day to stay ahead of their competition. Each partner is unique and deserves focused attention to build the best possible solution for their customers and distinguish themselves from the competition. In designing solutions BWG looks for ways to provide enhanced coverage and service options while maintaining a reasonably priced offering.
One of the things that seems to really connect with customers is the ability to receive service on their terms. By building customized service options and not just forcing customers in one direction BWG is giving customers a choice. For example, with wireless devices BWG provides the option of local repair, depot repair, advance exchange or mail in replacement. People are busier than ever and need a service plan to work for them on their terms. Our goal is not only to accomplish this but to go above and beyond to deliver exceptional service every time.
Another new development being rolled out to partners is an advanced post sale email campaign geared towards adding revenue on missed point of sale opportunities. BWG has been able to deliver extra revenue with minimal resource requirements from partners. Our whole team works hard every day to make sure the needs of our partners are met and exceeded. When they succeed, we succeed.
— Matt Taylor, Vice President, Operations