Yu provides an in-depth look into the CCC Moments of Truth study on the key drivers of customer satisfaction.
In October, CCC Intelligent Solutions (NASDAQ:CCCS) released findings from its Moments of Truth study identifying the key drivers of customer satisfaction and retention in the auto claims and collision repair process. The study identified the critical points in the customer journey that influence satisfaction and how insurer and repairer performance is linked.
In our video interview embedded below, Maryling Yu, vice president of marketing at CCC, details how the Moments of Truth were identified, which moments have the biggest impact on
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