Managing customer expectations has never been easy, but with more new touch points, including online, mobile and call center, customers' expectations for responsiveness have never been higher; nor have the stakes for getting it wrong. Mallika Madakasira, insights manager for Blue Shield of California, spoke with Insurance Networking News about the challenges and opportunities for collecting real-time customer feedback from members, providers, employers and anyone else landing on the website.
INN: You began offering real-time feedback three years ago. How usual was that?
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