Smart Decisions Start with Research
Aflac, the leader in voluntary insurance sales at the worksite, has a very successful multichannel distribution model. While incredibly effective, the multistep distribution model can create a variance in experience. Aflac wanted to better understand what an “easy” relationship feels and looks like with their customers and subscribers from a relationship level as well as a transactional level.
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“We have a culture that wants to connect with consumers, so to have that exchange and to really stay connected and stay on top of them and even figure out where they’re going, our online community has been instrumental in that.”
– Karen Bakos, Director
“KL’s work with us on our Member Advisory Panel helps us remain close to the Voice of the Member, which is critical to assuring that Member Benefits can fulfill its brand promise of helping make members’ lives better.
– Randy Martin, Manager, Member Knowledge at NEA’s Member Benefits Corp
“The level of creativity and what I would deem intimacy in this category blew me away. I’ve been on the other end of surveys and they can be robotic, but the community, these guys were really engaged”
– Kurt Hillman, Director of Shopper Insights