How to foster a spot-on insurance-agency customer experience
Today’s consumer has a low threshold for underwhelming brand interactions. Join our free webcast to better manage this conundrum.
It used to be, all someone in sales needed to know about service was: “The customer’s always right.”
Then sales and marketing professionals started “mapping the customer journey” to ensure client satisfaction, loyalty and referrals.
Now, the buzz in the insurance industry surrounds “customer experience,” and what it takes to exceed the expectations of today’s digitally-savvy consumers.
What buzz/?
Consider the results of J.D. Power’s 2019 Auto Insurance Study, about which Robert Lajdziak, a senior consultant with J.D. Power’s Global Insurance Intelligence practice, wrote for PC360: “Customer experiences with auto insurance companies have changed more in the past decade than in the prior 80 years.”
The Deloitte Center for Financial Services reached a similar conclusion in its 2019 Insurance Industry Outlook: “The sharing and gig economies could fuel rising expectations for an enhanced customer experience based on convenience and customization, while blurring the boundaries of commercial and personal insurance lines as well as undermining the relevance of many standard coverages.”
These examples only scratch the surface of the growing body of thought leadership that extrapolates on the importance of building a customer-centric insurance ecosystem, as well as the dire consequences for businesses that make a misstep with today’s fickle and fast-moving consumers.
Insurance agency leaders, colleagues and partners determined to remain competitive should check out our free editorial webcast, “More Than a Buzzword: How to Improve Customer Experience & Loyalty,” happening Tues., Aug. 27, 2019, at 2 p.m. E.T./11 a.m. P.T. The discussion will feature insights from insurance agency leaders and technologists about exactly what it takes to provide a top-shelf customer experience for today’s insureds. Readers can register for this complimentary event by clicking on the link above.
It’s a vital conversation for insurance businesses eager to retain customers and attract new ones. As noted by PC360 contributor Jim Ryan, vice president of Pegasystems:
“Today’s consumer has a low threshold for underwhelming, disjointed brand interactions. The insurance providers that adapt will be primed to deliver the experiences today’s buyers expect, while those that continue to rely on antiquated approaches and solutions will have to work exponentially harder to see only a fraction of the market leaders’ successes.”
Join National Underwriter/PropertyCasualty360.com and a panel of insurance industry thought leaders for the complimentary webcast, “More Than a Buzzword: How to Improve Customer Experience & Loyalty,” happening at 2 p.m. ET on Tuesday, August 27, 2019.