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?

Register or login for access to this item and much more

All Digital Insurance content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access