Customer experience (CX) has risen to a new level of importance in the insurance industry. Sure, customers still value price — but it’s not the only consideration. They also want a brand that builds trust and shows they care about their customers.
In fact, a recent study by Accenture found that 46% of insurance respondents are "Quality Seekers.” These customers value superior service, automated transactions and personalization. That means you should invest in service-based communications — think about sending location-based alerts about severe weather or crime in the customer’s area. It also means you need to give your customers the technology they expect in 2020, like digital claim filing, user-friendly mobile apps and other useful resources.
Take a look at this infographic to see why customer experience matters to the insurance industry — now more than ever.
As experts in the science and art of customer engagement, J&C understands the impact of great customer experience. From personalized welcome communications to touchpoints across the consumer journey to successful re-engagement campaigns, there are many ways to make your brand stand out. If you need help with your customer experience strategy, contact us today.