Instant Insights / Improve Customer Experience & Loyalty

Consumers can be fickle, and many will change an agent or insurer based on a single negative experience. Discover ways to improve customer experience and build long-term loyalty through technology, engagement and more.


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Man-at-interactive-computer-screen-customer-experience Customers often report that they’re willing to pay a premium for superior customer service. (Photo: Shutterstock)

Retail customer needs are simple: They value quality and ease of use, according to a 2018 Bain survey. But the same survey shows that most insurance organizations fail to meet those expectations. And 80% of the millennial demographic — increasingly the decision-makers for P&C — is open to switching providers if those two essentials aren’t met. What’s holding us back from delivering an exceptional experience?

Although each organization faces its own unique challenges, there are five common issues I see across P&C agencies.

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