Cigna Earns Silver in Gartner & 1to1 Media CRM Excellence Awards
• Joint award program spotlights excellence among organizations that take a customer-centric approach
• Cigna’s 24/7/365 customer service via social media recognized for excellence
BLOOMFIELD, Conn. - Cigna is among the winners in the 2013 Gartner Inc. & 1to1 Media CRM Excellence Awards, earning a Silver award in the Customer Service Optimization category for its efforts to provide responsive, customer-focused service via social media platforms.
The joint awards program spotlights excellence among organizations that take a customer-centric approach to improving their business performance and have seen exceptional results from doing so. The winners were selected by a panel of judges, including Gartner analysts, 1to1 Media editorial staff, and business experts and were announced at a recent awards ceremony in San Diego.
“The 2013 winners showcase excellence in customer centricity. These 12 customer-focused leaders demonstrate how an enterprise commitment to making improvements to the customer experience and investing in the right technologies, processes, and people can lead to real financial gains,” said Mila D’Antonio, editor-in-chief of 1to1 Media. “1to1 Media honors these companies for their leadership in support of, and innovations geared toward, advancing their organizations to becoming customer centric.”
“Social media has presented Cigna with an exciting opportunity to take even greater ownership of the customer experience – and to strengthen customer relationships – by meeting our customers on their own terms and through their preferred forum,” said Brett Browchuk, Cigna senior vice president for service operations.
Cigna has a team of customer service employees who are dedicated to Cigna’s social media strategy. They monitor approximately 16 different social media platforms and respond to customer posts within minutes, working offline to provide a more personalized service interaction by phone or direct email to resolve customer inquiries and protect privacy and confidentiality.
Like Cigna call centers, this team provides customer service 24 hours a day/seven days a week/365 days a year. In the first quarter of this year, the team reached out to 849 customers via these platforms, a 186 percent increase from the same period last year. In 2012, the team interacted with more than 2,200 customers through social media channels.
Each nomination in the Customer Service Optimization category was judged on the organization’s use of multiple customer service channels, including the use of communities, to increase customer engagement and improve business performance across several criteria. The judges looked at the strategy of leveraging social technologies and processes, and the results.
This is the ninth year of the Gartner & 1to1 Media CRM Excellence Awards. The goal of the partnership is to establish a standard of excellence for customer-focused organizations and honor those companies that provide value to customers and shareholders by effectively bringing together strategy, technology and execution to deliver ideal customer experiences.
About The Gartner & 1to1 Media CRM Excellence Awards
Through this joint awards program, 1to1 Media and Gartner spotlight excellence among end-user organizations that take a customer-centric approach to improving their business performance and have seen exceptional results from doing so. The winners were selected by a panel of judges, including Gartner analysts, 1to1 Media editorial staff, and previous Gartner & 1to1 Media CRM Excellence award winners.
Cigna Corporation (NYSE: CI) is a global health service company dedicated to helping people improve their health, well-being and sense of security. All products and services are provided exclusively by or through operating subsidiaries of Cigna Corporation, including Connecticut General Life Insurance Company, Cigna Health and Life Insurance Company, Life Insurance Company of North America and Cigna Life Insurance Company of New York. Such products and services include an integrated suite of health services, such as medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products including group life, accident and disability insurance. Cigna maintains sales capability in 30 countries and jurisdictions, and has approximately 78 million customer relationships throughout the world. To learn more about Cigna®, including links to follow us on Facebook or Twitter, visit www.cigna.com.
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