For those companies that have yet to make customer experience a strategic priority, it’s time to rethink your executive dashboard.
Most insurance organizations have historically built strategic plans around a few core tenets: 1) increasing sales (market share and growth); 2) improving acquisition or retention; 3) increased persistency; and 4) increasing effectiveness and efficiencies (less cost). This approach was certainly sufficient for many years, but in today’s world the strategy must begin with a very different foundation, which is, what does the customer truly want? Check out the article we wrote for Insurance Journal to learn how customer experience is linked to financial performance.