The Collision Industry Electronic Commerce Association (CIECA) announced the next CIECA Webinar will be held at 11 a.m. PT/1 p.m. CT/2 p.m. ET Dec. 5 : “New Study Identifies Key Drivers of Customer Satisfaction and Retention in the Auto Claims and Repair Process.”
The one-hour live broadcast will feature Maryling Yu, vice president of marketing at CCC Intelligent Solutions (CCC), a leading cloud platform powering the P&C insurance economy.
In October, CCC released the findings from its Moments of Truth study, identifying the key drivers of customer satisfaction and retention in the auto claims and repair process. The study, based on data from 2,400 policyholders who participated in the research, examined nearly 50 moments in the auto claims and repair process.
“Moments of Truth are critical points in the customer journey that have a significant impact on satisfaction and loyalty,” explained Yu. “CCC’s recent study reveals that consumer satisfaction with insurers and repairers in a claims experience is closely linked, and that their collaboration plays a pivotal role in each other's satisfaction scores.”
During the webinar, attendees will learn more about the findings, including the top three takeaways from the study for repairers:
• Transparency Over Speed: A transparent, detailed explanation of repair needs was the top moment of truth influencing repair satisfaction, outweighing the speed of repairs.
• External Factors: Satisfaction is influenced by factors outside repairers’ control, such as whether the insurer provides clear communications about the claims process, as well as a satisfying initial contact after the accident.
• Frequency of contact being “just right” is key: 88% of respondents wanted at least weekly updates, with nearly half expecting communication every two to three days.
As the vice president of marketing at CCC Intelligent Solutions, Yu is responsible for all aspects of marketing at the company, with a strategic focus on developing and retaining customers across the entire lifecycle. Yu brings over 20 years of marketing experience to CCC. Prior to this position, she was the chief marketing officer for Backstop Solutions, a Chicago-based financial technology company.
Before working at Backstop, Yu led marketing at LotLinx, a digital automotive advertising technology company, and at Adeptia, an integration-as-a-service company. Yu specializes in B2B technology marketing and has also held senior level marketing positions at Sungard Availability Services. In addition, she has consulted for many Silicon Valley-based technology companies, including NetApp and Brocade. Yu earned an MBA from the Stanford Graduate School of Business. She also holds a master's in international development policy and a bachelor's in international relations from Stanford.
All collision industry stakeholders, including CIECA members and non-members, are invited to attend the presentation.
