Given that consumers have become intensively interconnected through social networking, insurers must become acutely aware of how the experience of one customer can be amplified—and can seriously impact the company’s image among a wider base of potential and existing customers, according to two PricewaterhouseCoopers experts.
In a session titled “Survey Results: Strategically Enhancing The Social Experience,” to be held today at the ACORD LOMA Insurance Systems Forum, Anand Rao, principal at PricewaterhouseCoopers’ Diamond Advisory Services, and Jamie Yoder, principal and co-lead, insurance advisory practice at PricewaterhouseCoopers LLP, will present the findings of a customer-experience survey and then explain to the audience of insurance-technology professionals how companies should monitor and leverage social-networking platforms to their maximum advantage.
The customer-experience survey Rao and Yoder will discuss in today’s session from 10-11 a.m. asked 5,000 individual consumers what they believe a good experience in insurance should be. Rao and Yoder will share the survey results and also talk about what the results mean for agent advisors.
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