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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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While the majority of consumers surveyed feel that communications quality is staying the same — versus getting better or worse — business leaders are a bit more optimistic, with the biggest gap found in the insurance industry. (Credit: Sergey Nivens/Shutterstock) While the majority of consumers surveyed feel that communications quality is staying the same — versus getting better or worse — business leaders are a bit more optimistic, with the biggest gap found in the insurance industry. (Credit: Sergey Nivens/Shutterstock)

With more businesses emerging across virtually every sector, maintaining a line of communication with consumers is more important than ever. It plays a key role in the consumer experience, and any degradation there is likely to push a consumer towards a competitor who will make them feel more valued.

Denny Jacob

Denny Jacob is an associate editor for NU PropertyCasualty360. Contact him at djacob@alm.com.

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