Customer Experience

Superstores like Walmart and Costco show how insurers can create the convenient, one-stop-shopping experiences that consumers want.

Sure, everyone is talking about improving the customer experience, but look at the words we use.

There is a lot of art, as well as science, that needs to be applied to improving the customer experience. Here are some helpful thoughts.

When insurers get things right and captivate customers, they see a 34% increase in customer retention and a 37% rise in satisfaction.

To captivate customers, it isn't enough to just change the technology that they touch. You have to take a broad look at all systems.

It is getting harder to captivate customers -- or even to please them -- because Amazon, Google, et al. have set the bar for service so high.

It can be seven times as expensive to acquire a new client as to keep an existing one, so carriers must focus on customer retention.