Also, use rules where possible. Males, for example, don t often make appointments with obstetricians and women are unlikely consumers of Viagra. Computers can do a great job making sure data is correct. If the customer calls and finds that service agents have gone home for the day, that customer is inconvenienced. Online services can easily give more information or open the dialog to more information.
Technology makes it easier to take away customer s money.
If you don t take the customer s money, someone else will. Use technology to promote cross-selling. Consider MetLife s Corporate Billing System, which provides a single-image payroll deduction process for different types of insurance. One payroll deduction can eliminate writing multiple checks a month to cover home, auto, dental, long-term care and traditional life insurance premiums. That s great for the consumer and great for MetLife, too, which stands to collect extra premiums on insurance types normally sold one at a time.