Customer Experience

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.

Satisfaction ratings keep plummeting, but insurers can captivate customers by integrating all sales channels seamlessly and efficiently.

A single view of the customer is now paramount. Three questions must be addressed.

Shares of companies that did the best job on customer experience outperformed average companies by 35 percentage points.