Insurers still tend to focus on their product as a go-to-market strategy, but in today’s market, a product-centric approach is questionable. It’s more costly to maintain, more subject to fragmentation—and a likely culprit for poor customer experience. The alternative is a customer-centric approach that is based on providing high-quality interactions across all channels.
Satisfied customers are just the beginning
Customer-centricity is a fundamentally different approach from product-centricity. And as insurers move up the customer-centricity pyramid, not only do they improve customer loyalty, but also profitability.
- See Part 1 of Insurance Chart of the Week: Delivering Exceptional Customer Experiences
- View other Insurance Chart of the Week videos.
- Find out more about The Digital Insurer: Delivering Exceptional Customer Experiences (pdf).