Plan For Transform Cigna Customer Service Rating

The mission of UnitedHealthcare Group is to “help people live healthier lives” with access, quality and affordability. They are committed to continual improvement and the delivery of quality care by investing approximately $3 billion in business process improvements, research development, and technology within the past five years. In addition to reinvesting the revenues in innovative technologies, research and other improvements to better serves its consumers, UnitedHealthcare Group is also committed to social responsibility through employee involvement,

Section 1 – Understand the factors that affect an organisation and the customer service role

Customer service studies show that when something goes right, customers give credit to the individual employee dealing with the problem; when something goes wrong, customers usually blame the organization itself. This fact makes it crucial for any

Section 1 – Understand the factors that affect an organisation and the customer service role

The table 9 demonstrated how AFRICEL-TEMPO employee were dependable in handling customer service problems, the preference of the customers was good with 37.8% of the respondents, the rest 32.2% of the respondents said that the handling customer service problems was fairly good, 16.5 of

Aetna is one of the largest health insurance companies in the United States; with more than $58 billion in revenue and servicing more than 46 million people, they are a leading provider of medical, pharmacy, dental, behavioral health, and group life just to name a few (Aetna, 2015b). The core business for Aetna in 2014 was commercial managed care and health insurance products in the United States. This paper will focus on Aetna and provide a detailed SWOT analysis. In addition, key goals that can be used for strategic planning with be discussed along with defining Aetna’s competencies and competitive advantages.

Pat Geraghty, CEO of Florida Blue, has worked in insurance for three decades and readily acknowledges that the changes due to HealthCare Reform known as Affordable Care Act (ACA) requires radical changes within health insurance companies in order to remain competitive and profitable (Abelson, R., 2013). In order to facilitate this change, Geraghty is seeking a multi-pronged approach for the business model and strategy at Florida Blue. Many people don’t realize but as a former employee I am aware that a large margin of profit for Florida Blue in the past comes from investment earnings. That will continue to occur. Additionally, Florida Blue has sought to leverage into new models of care such with subsidiaries such as Diagnostic Clinic and

Among many companies presently operating in the US market, I choose to analyze the CVS Health Corporation (NYSE:CVS) and Omnicare, Inc. (NYSE: OCR). CVS Health Corp., formerly known as CVS Caremark Corporation is an American retail pharmacy company, established in 1963 with headquarters in Woonsocket, Rhode Island, which operates in the industry of Healthcare Services (Pharmacy services and Retail Drugstore). Stimulated by the aspiration of assisting its customers in improving their health and quality of life, CVS, through its owned subsidiaries and third-party organizations alongside its own stores provides a range of quality products and services, administering a business activity constituted of three major operating segments including:

In the wake of the implementation of the Affordable Care Act, many of the top health insurance companies began looking for ways to become more cost efficient and increase scale (Mathews, 2015). Cigna President and CEO, David M Cordani stated the acquisition will provide consumers with “higher-quality products, lower prices and increased choices” as well as make “health care more both more affordable and more

Its product related diversification strategy, through series of successful acquisitions, has made the company the biggest player in the US Health care industry. Diversifying the company into industries with high growth rates and potential profitability enabled the company to outperform its competitors who depends mostly only one product division.

During research on this final project, the author found an example of Wal-Mart's communication in backing customer service. A Wal-Mart customer returned a completely thawed turkey including all the fixings for a dinner because her relatives could not make it due to car trouble (Now That's Customer Support, 2006). Wal-Mart returned the customer's money which was $19 plus some change and the customer returned the complete turkey dinner which included two boxes of stuffing, some cranberries, stuff to make pumpkin pies, green beans and a package of rolls (Now That's Customer Support, 2006).

The issues encountered can occur on both the company and customer side, among them are the

The subject company is an IT Call Center, which is in a highly competitive industry due to it being the fastest growing industry in the world. With competition being so fierce, this creates low prices in the given market. Subsequently, for an organization to maintain market share and profitability, it must offer the best service in the market. The call center provides services to a variety of customers such as online and telephone services. The responsibilities of a call center are to handle questions from clients with problems. The company purchased industry data from a clearinghouse, which gathers a variety of information about customer satisfaction and call center technical and business performance. By comparing their company to the industry standards, they discovered their customer satisfaction was average or below the industry standard. The company’s satisfaction rating is 73% on a 100% standardized score, whereas the industry average is 76% and best in

Title: Discuss the four dimensions of customer service in a company. Give examples to illustrate your points.

In order for the service employee to deliver on the customer’s expectations, the company (or management) must provide the necessary resources to fulfill the duties of the job. The success of the firm is also supported by the internal customers, also known as employees, and the satisfaction of these employees can influence the service encounters with external customers (Gremler, Bitner & Evans, 1994). It is imperative that management of the company delivers to the expectations of the employees in order to fulfill business goals and objectives.