The insurance industry has not been on the vanguard when it comes to ethnic diversity or embracing diversity of thought. But failure to address changing demographics could drive a wedge between our industry and the customers we hope to serve.
By staff Writer|June 22, 2010 at 08:00 PM
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By Darryl Page, president of personal insurance, Fireman’s Fund Insurance
Understanding and reflecting our customers If we truly wish to partner with our customers to help them manage the risk they face in their businesses and personal lives, we need to have a deep understanding of their hopes and concerns. If we fail to understand and reflect the markets we are trying to serve, we run the risk of developing gaps in communication and product and service offerings–gaps that other industries or business models are all too happy to fill. The companies that will thrive in the coming years will be those that can assemble diverse workforces, understand and appreciate the strengths inherent in differences, and leverage those differences for the ongoing benefit of their customers and the business.
Today’s insurance customers are looking to partner with agents and carriers that understand their lives and their individual needs. They demand a greater selection of products and access to their insurance providers through the means most convenient for them–whether that’s in person, over the phone or online. Those access points continue to evolve with technology innovations and communication preferences. As an industry, it’s up to us to stay on top of new technologies as they are embraced by a new generation of customers.
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