Faced with the current soft market and mounting pressure to keep their books in the black, insurers have focused more and more on growing organically. In order to do so, many of these carriers have identified improving the customer experience as a way to retain old business as well as attract new business, and, as seen in a new report from Watermark Consulting, this strategy seems to be paying off.
Based on its analysis of stock market returns for companies that deliver "very good" customer experiences versus those that deliver "very bad" ones, the firm finds that companies delivering excellent customer experiences are reaping rewards.
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