Maftunakhon Shukhratjon kizi Ibragimova

ANALYSIS OF THE BRAND POSITIONING OF INSURANCE COMPANIES IN THE MARKET: A PERCEPTUAL MAP, THE COST OF DISTANCE AND THE GAP BETWEEN CLAIM AND PERCEPTION

Insurers describe their positioning in words and then compete on the same two or three attributes. This article maps where they actually stand. Nine hundred customers rated sixteen insurers on eight attributes, and the brand means are reduced to two dimensions by principal compon...

ASSESSMENT OF MARKETING COMMUNICATIONS AND CUSTOMER RELATIONSHIP PRACTICES IN INSURANCE COMPANIES: CHANNEL RESPONSIVENESS, THE LIMIT OF CONTACT AND WHAT RECOVERY REPAIRS

Insurers measure their communications by how much they send. This article measures what happens at the other end. It combines a mystery shopping audit, 240 scripted enquiries across sixteen insurers, five channels and three auditors, with a survey of 800 customers recording conta...