Oh, the weather outside is frightful, and – unfortunately – your customer experience is far from delightful. It's a challenging time for the insurance industry. Insurers face slow growth, competitive pressures, regulatory scrutiny, and the rise of mergers and acquisitions. If that wasn't enough to deal with, consumer demand for digital solutions has shifted the traditional insurance business model from a product to a service orientation. Despite insurers best attempts to stay ahead of the curve, they aren't meeting their customer's needs. According to Capgemini, only 29% of customers across the globe say they've had a positive customer experience from their insurer – and in such a competitive market, that means customers are turning to your competitors.
The top of every consumers' wish list this holiday season is a digital option for their service needs. In the age of the digital consumer, customer behaviors are moving at a rapid pace towards digital, personalized service. With an annual average of 65 interactions per customer, and with 75% of consumers preferring to solve their service issues on their own, consumers want their providers to deliver a unified, digital, self-service customer experience.
Insurers that provide the digital customer experiences their customers expect will be rewarded with higher acquisition of new policyholders, lower churn rates, lower administrative cost savings, and improvement in overall policyholder experience. Want to know how your organization can reap the rewards of a strong customer experience?
Join our Insurance Leaders: 'Tis The Season to Optimize with Digital Self-Service webinar on December 1st to learn more about how digital self-service solutions can optimize your online customer experience strategy. You'll learn how today's state-of-the-art digital solutions can optimize policyholder engagement and retention, increase revenues, and deepen relationships.
There truly is no better gift to the policyholder than an exceptional customer experience.
Register for the webinar to learn more about:
- Why policyholders are now focused on going online to learn more about insurance policies.
- What policyholders expect in terms of an online experience.
- How intent-driven engagement can assist insurance organizations in acquiring new policyholders.