如何服务“亿级”客户？看平安人寿《2019客户白皮书》怎么说…
<div class="wx_rich_media_content" id="jsWxContainer"><section style="line-height: 1.75; letter-spacing: 2px; padding-right: 10px; padding-left: 10px; color: rgb(96, 96, 96); box-sizing: border-box;"><section style="margin-top: 10px;margin-bottom: 10px;box-sizing: border-box;" powered-by="xiumi.us"><section style="padding: 10px;background-color: rgb(239, 239, 239);box-sizing: border-box;"><section style="box-sizing: border-box;" powered-by="xiumi.us"><section style="box-sizing: border-box; line-height: 2em;">2018年，<span style="box-sizing: border-box;color: rgb(0, 102, 153);"><strong style="box-sizing: border-box;">平安人寿率先发布《寿险行业客户白皮书》</strong></span>，展现了平安人寿30年来在优化客户服务体验、升级产品保障和提升服务体验等方面的努力与行动。</section><section style="box-sizing: border-box; line-height: 2em;"><br></section><section style="box-sizing: border-box; line-height: 2em;">近日，平安人寿发布《2019年客户白皮书》（以下简称“客户白皮书”），在过往客户白皮书的基础上，更新了客户画像与趋势，进一步分析客户需求与偏好，并全面展示了2019年平安人寿在产品升级、流程简化、服务范围延展等诸多方面的创新与亮点，<span style="color: rgb(0, 102, 153);"><strong style="box-sizing: border-box;"><span style="box-sizing: border-box;">充分彰显了平安人寿坚持“客户体验至上”的理念</span></strong>。</span></section></section></section><section style="width: 100%;text-align: right;margin-top: -4px;box-sizing: border-box;"><section style="width: 50px;height: 4px;box-sizing: border-box;line-height: 0;"><br></section></section></section><section style="text-align: center;margin: 30px 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="max-width: 100%;vertical-align: middle;display: inline-block;line-height: 0;border-width: 0px;box-shadow: rgb(0, 0, 0) 0px 0px 0px;box-sizing: border-box;"><span class="wxart_image" wx-style="display:inline-block;vertical-align: middle;box-sizing: border-box;"></span></section></section><section style="line-height: 2;letter-spacing: 0.5px;padding-right: 10px;padding-left: 10px;box-sizing: border-box;" powered-by="xiumi.us"><section style="box-sizing: border-box;font-size: 16px;"><section style="text-align: center;margin: 10px 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="display: inline-block;width: 105px;height: 80px;vertical-align: top;overflow: hidden;background-position: 50% 50%;background-repeat: no-repeat;background-size: contain;background-attachment: scroll;box-sizing: border-box;"><section style="margin-top: 25px;margin-right: 0%;margin-left: 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="color: rgb(255, 255, 255);font-size: 18px;box-sizing: border-box;"><p style="box-sizing: border-box;"><strong style="box-sizing: border-box;">01</strong></p></section></section></section></section></section></section><section style="margin-top: 10px;margin-right: 0%;margin-left: 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="display: inline-block;width: 100%;border-width: 0px 0px 0px 10px;border-style: solid;border-left-color: rgb(0, 102, 153);border-right-color: rgb(0, 102, 153);padding-left: 5px;box-sizing: border-box;"><section style="font-size: 16px;color: rgb(0, 102, 153);box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><span style="font-size: 15px;"><strong style="box-sizing: border-box;">客户总量破亿，高收入、高学历的年轻“小两口”家庭成保险配置主力军</strong></span></p></section></section></section><section style="margin-right: 0%;margin-bottom: 8px;margin-left: 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="background-color: rgb(0, 102, 153);height: 1px;box-sizing: border-box;line-height: 0;"><br></section></section><section style="margin: 20px 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="box-sizing: border-box;"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><section style="box-sizing: border-box; line-height: 2em;">30年来，平安人寿通过产品创新和服务优化，获得了广大消费者的信赖，截至2019年末，<span style="color: rgb(0, 102, 153);"><strong style="box-sizing: border-box;"><span style="box-sizing: border-box;">客户数量已破1亿大关</span></strong></span>，成功迈入服务亿级客户的新时代。</section><section style="box-sizing: border-box; line-height: 2em;"><br></section><section style="box-sizing: border-box; line-height: 2em;">客户白皮书通过数据挖掘和趋势研究发现：近年来，平安人寿投保客群呈现高收入、高学历、更多年轻“小两口”家庭的趋势，而组建家庭是这些客户配置保险的契机。因为家庭责任，<span style="color: rgb(0, 102, 153);"><strong style="box-sizing: border-box;"><span style="box-sizing: border-box;">他们会投入较高保费为自己或子女配置保险，也体现出保险理念在人们心中不断深入。</span></strong></span></section><section style="box-sizing: border-box; line-height: 2em;"><br></section><section style="box-sizing: border-box; line-height: 2em;">通过客户需求的梳理和分析，公司可以在更了解客户需求的基础上优化产品和服务设计，并不断为更多家庭推出匹配其需求的产品和服务，并为其构建如健身、创业、阅读等，适合的个性化服务体系。</section><p style="box-sizing: border-box;"><br></p></section></section><section style="line-height: 2;letter-spacing: 0.5px;padding-right: 10px;padding-left: 10px;box-sizing: border-box;" powered-by="xiumi.us"><section style="box-sizing: border-box;font-size: 16px;"><section style="text-align: center;margin: 10px 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="display: inline-block;width: 105px;height: 80px;vertical-align: top;overflow: hidden;background-position: 50% 50%;background-repeat: no-repeat;background-size: contain;background-attachment: scroll;box-sizing: border-box;"><section style="margin-top: 25px;margin-right: 0%;margin-left: 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="color: rgb(255, 255, 255);font-size: 18px;box-sizing: border-box;"><p style="box-sizing: border-box;"><strong style="box-sizing: border-box;">02</strong></p></section></section></section></section></section></section><section style="margin-top: 10px;margin-right: 0%;margin-left: 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="display: inline-block;width: 100%;border-width: 0px 0px 0px 10px;border-style: solid;border-left-color: rgb(0, 102, 153);border-right-color: rgb(0, 102, 153);padding-left: 5px;box-sizing: border-box;"><section style="font-size: 16px;color: rgb(0, 102, 153);box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><span style="font-size: 15px;"><strong style="box-sizing: border-box;">构建“产品+”和“科技+”体系，助力客户享受健康生活和迅捷服务</strong></span></p></section></section></section><section style="margin-right: 0%;margin-bottom: 8px;margin-left: 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="background-color: rgb(0, 102, 153);height: 1px;box-sizing: border-box;line-height: 0;"><br></section></section><section style="margin: 20px 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="box-sizing: border-box;"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><section style="box-sizing: border-box; line-height: 2em;">同时，<span style="color: rgb(0, 102, 153);"><strong style="box-sizing: border-box;"><span style="box-sizing: border-box;">客户白皮书也展现了平安人寿为客户提供全方位保障所作出的努力：</span></strong></span>基于“产品+”健康管理设计平安RUN，引导客户积极运动，降低患病风险；基于“产品+”慢病管理设计“糖保保”，突破性扩展投保人群到带病群体，为慢病人群提供了获得保障的机会和科学的慢病管理方案，助力慢病客户更好地控制好疾病、并实践更健康的生活方式。</section><section style="box-sizing: border-box; line-height: 2em;"><br></section><section style="box-sizing: border-box; line-height: 2em;">公司通过广泛运用<span style="color: rgb(0, 102, 153);"><strong style="box-sizing: border-box;"><span style="box-sizing: border-box;">“智慧客服”</span></strong>、<strong style="box-sizing: border-box;"><span style="box-sizing: border-box;">“闪赔”</span></strong></span>等服务黑科技，简化投保、保全和理赔等保险服务流程，缩短办理周期，从而提升客户享受服务的便捷度与体验感。</section><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section></section><section style="text-align: center;margin: 20px 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="max-width: 100%;vertical-align: middle;display: inline-block;line-height: 0;box-sizing: border-box;"><span class="wxart_image" wx-style="display:inline-block;vertical-align: middle;box-sizing: border-box;"></span></section></section><section style="line-height: 2;letter-spacing: 0.5px;padding-right: 10px;padding-left: 10px;box-sizing: border-box;" powered-by="xiumi.us"><section style="box-sizing: border-box;font-size: 16px;"><section style="text-align: center;margin: 10px 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="display: inline-block;width: 105px;height: 80px;vertical-align: top;overflow: hidden;background-position: 50% 50%;background-repeat: no-repeat;background-size: contain;background-attachment: scroll;box-sizing: border-box;"><section style="margin-top: 25px;margin-right: 0%;margin-left: 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="color: rgb(255, 255, 255);font-size: 18px;box-sizing: border-box;"><p style="box-sizing: border-box;"><strong style="box-sizing: border-box;">03</strong></p></section></section></section></section></section></section><section style="margin-top: 10px;margin-right: 0%;margin-left: 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="display: inline-block;width: 100%;border-width: 0px 0px 0px 10px;border-style: solid;border-left-color: rgb(0, 102, 153);border-right-color: rgb(0, 102, 153);padding-left: 5px;box-sizing: border-box;"><section style="font-size: 15px;color: rgb(0, 102, 153);box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><strong style="box-sizing: border-box;">关爱客户家庭，革新服务方式，践行社会责任，助力客户乃至公众实现自我价值</strong></p></section></section></section><section style="margin-right: 0%;margin-bottom: 8px;margin-left: 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="background-color: rgb(0, 102, 153);height: 1px;box-sizing: border-box;line-height: 0;"><br></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="text-align: center; box-sizing: border-box;"><br></p><section style="box-sizing: border-box; line-height: 2em;">客户白皮书展示了平安人寿为满足广大客户乃至公众的需求，不断延伸服务方式和内容边界的努力。平安客服节活动、健康圈与育儿圈等圈层服务，通过深入关怀广大公众的家庭生活，为更广泛用户搭建亲子间、用户间、用户与专家之间的分享交流平台，并提供全面的线上健康和医疗服务生态圈。此外，<span style="color: rgb(0, 102, 153);"><strong style="box-sizing: border-box;"><span style="box-sizing: border-box;">公司还积极地鼓励公众参与“三村工程”、幕天捐书等平安旗舰性社会公益活动，体现保险的大爱与互助精神。</span></strong></span></section><p style="box-sizing: border-box;"><br></p></section><section style="line-height: 2;letter-spacing: 0.5px;padding-right: 10px;padding-left: 10px;box-sizing: border-box;" powered-by="xiumi.us"><section style="box-sizing: border-box;font-size: 16px;"><section style="text-align: center;margin: 10px 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="display: inline-block;width: 105px;height: 80px;vertical-align: top;overflow: hidden;background-position: 50% 50%;background-repeat: no-repeat;background-size: contain;background-attachment: scroll;box-sizing: border-box;"><section style="margin-top: 25px;margin-right: 0%;margin-left: 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="color: rgb(255, 255, 255);font-size: 18px;box-sizing: border-box;"><p style="box-sizing: border-box;"><strong style="box-sizing: border-box;">04</strong></p></section></section></section></section></section></section><section style="margin-top: 10px;margin-right: 0%;margin-left: 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="display: inline-block;width: 100%;border-width: 0px 0px 0px 10px;border-style: solid;border-left-color: rgb(0, 102, 153);border-right-color: rgb(0, 102, 153);padding-left: 5px;box-sizing: border-box;"><section style="font-size: 15px;color: rgb(0, 102, 153);box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><strong style="box-sizing: border-box;">打造极致客户体验，伴随客户共同成长</strong></p></section></section></section><section style="margin-right: 0%;margin-bottom: 8px;margin-left: 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="background-color: rgb(0, 102, 153);height: 1px;box-sizing: border-box;line-height: 0;"><br></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="text-align: center; box-sizing: border-box;"><br></p><section style="box-sizing: border-box; line-height: 2em;">在客户服务的过程中，<span style="color: rgb(0, 102, 153);"><strong style="box-sizing: border-box;"><span style="box-sizing: border-box;">平安人寿坚持倾听客户心声，以客户需求为导向</span></strong></span>，不断通过产品升级、服务精进、打造生活圈、倡导公益等举措，为客户提供贴心、全面、立体的保险服务。同时，公司在业务流程的梳理中，通过对亿级客户的需求、评价及体验的分析及研究，不断地优化各服务触点体验。</section><section style="box-sizing: border-box; line-height: 2em;"><br></section><section style="box-sizing: border-box; line-height: 2em;">平安人寿把对客户的理解和关爱，汇成每年一次、一期一会的客户白皮书持续发布，它记录了平安人寿为打造“专业、智慧、安全、极简”客户服务体验的点滴尝试与努力，更承载了公司对客户乃至社会公众的责任与关爱，体现了平安人寿坚持与客户共同成长、为打造极致客户体验而努力的决心。</section></section></section></div><p></p>
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