38% - Customers who claim to be advocates but cancel policies or switch providers.44% - Customers who have had no interactions with their insurers during the prior 18 months (see details below).75% - Customers very satisfied with current outbound communications from insurers.Omnichannel distribution is crucial to improving both the quality and frequency of customer interactions. Agents and brokers want better data and tools on carrier portals to better serve their customers and compete for new business.Īsk yourself: How can insurers build on first-generation agency portals with new capabilities to support the entire distribution management lifecycle? Highlights from our Global Consumer Insurance Survey Market development 2: Consumers want more frequent, meaningful and personalized communications.Īsk yourself: Which are the best first steps to close the communication gap and strengthen relationships with unique customer segments? Market development 1: Customers want to research and buy products online and expect to communicate largely through mobile channels.Īsk yourself: How do digital and mobile channels help insurers achieve growth and profitability targets by finding new customers and retaining existing ones? We’ve identified three key market developments, and the key questions to consider. Three key questions to ask about digital and omnichannel They want personalized offerings and tailored communications – that’s why insurers must digitize services and optimize all interactions. Consumers have more complex needs and are more knowledgeable about their choices than ever before.
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