Successful insurance brands are built on superior customer service. Achieving such a level of customer satisfaction requires a true understanding of the customer experience. Add to this the shift in power that has taken place due to the advent of social media, and the bar has been raised even further.
The customer journey and understanding how to maintain consistent conversations across communication channels and touch points, including Web, mobile and social, print, and the call center, is vital. This is a truism insurers must prepare for as the industry modernizes and reacts to the evolution of customer expectations and changing insurance regulations. Simply stated, the way insurers engage and interact with their customers has never mattered more.
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