Plan For Transform Cigna Customer Service Rating - 1720 Words

Plan to Transform Cigna Customer Service Rating Introduction For the purpose of this paper I have chosen a company that I am familiar with and one that my husband is subcontracted for now going on 16 years. The company is one that could use the improvement in customer service, and they are currently working on. By implementing Kotter’s 8-step Approach to what Cigna wants to accomplish they will defiantly accomplish their goal of increasing their customer ratings to 95%. As we will see, Cigna is an established leader in the healthcare industry that must start listening to the customers and acting upon their concerns. While implementing the transform of Cigna’s customer service rating, the communication must come from the top and flow†¦show more content†¦The merging companies are even richer in their history, â€Å"In 1792, a group of prominent citizens in Philadelphia formed the Insurance Company of North America (INA), the first marine insurance company in the United States† (Cigna.com, 2014) and Connecticut General Life Insurance Company (CG) in 1865 when the Governor of Connecticut signed a special act of incorporation (Cigna.com, 2014). Cigna Corporation has been around since the early 1990s, as a startup company in the healthcare industry there were many challenges. There was stiff competition with other, more established companies in what is a very competitive market. Cigna focused on customer service, providing the best customer in the industry. Currently Cigna Corporation has approximately 50,000 employees and operates in nearly 70 countries. By the end of 1993 all of CIGNA s nine business divisions had completed business reengineering projects, some with mixed results (Raymond, Jarvenpaa, Stoddard, 1994). Most recently Cigna can boast, â€Å"$32.4 billion in annual revenues, approximately 35,000 employees worldwide, approximately 80 million global customer relationships, sales in more than 30 countries and jurisdictions, and $11.1 million in financial impact from charitable contribution† (Cigna.Com, 2014). Cigna is an established leader in the healthcare industry and will continue to prosper into the future, with innovated products, services, customer service improvements, and aggressive