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Intangible Customer Experience Analysis

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Tangible and intangible customer experience components
A customer experience is a customer’s perception of their rational physical, emotional and psychological interaction with any part of an organization. This perception affects customer behaviors and builds memories, which drive customer loyalty and affects the economic value an organization generates. When it comes to customer experience in the insurance industry there are only few touchpoints when compared to other businesses because there is less interaction between customer and the company. Mainly there are 4 phases in the touch point cycle they are pre sales phase, sales phase, post sales phase, and retention phase. Following table will describe the tangible and intangible components …show more content…

Amana Takaful identifies the weaknesses and take them into consideration for the next moment of truth.
Touch points in Retention phase Customer service, surveys, relationship programs The fourth moment of truth is fully satisfied customer bringing in another customer or spreading a positive word of mouth and repeat purchase since he liked the service. Completing all insurance needs with Amana Takaful

At Amana Takaful each of these touch points are aligned with intangible and tangible customer experience to provide unique and competitive services to the customer.

2.B Customer experience design
Creating a unique customer experience is one of the best ways to achieve sustainable growth. Particularly in industries that are stagnating. Insurance company can create a highly differentiated customer experience that turns dissatisfaction of indifference into delight, it will recruit an army of vocal advocates online and offline, gain market share and generate revenue …show more content…

Amana Takaful fulfill its promises by providing excellent service and quick settlement of insurance this makes more loyal customer which eventually transfers it into positive word of mouth, this increases company brand image and goodwill. Comprehensive motor insurance depends on various factors such as vehicle model number of disasters. Comprehensive motor insurance customers have free upgrades discounts and credit card offers which is directly linked with price, this enhances customers experience with the company.
Tangible customer experience
Since Amana Takaful has marked premium price for the services customers expect more in return for their money invested as insurance Amana Takaful fulfill this by introducing easy payment methods (credit cards, online), no claim bonuses, fire air bag replacement, free towing and ambulance services, reimbursement for alternate transport on a scene of accident and 24 hour roadside assistant services for all types of vehicle. During the event of an accident customer realize that they have made a good choice by selecting Amana Takaful which was concluded by a survey

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