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A recent benchmarking of customer experience in the insurance industry by international research firm The Customer Respect Group placed insurers at an unhealthy 5.5 out of 10 when it comes to interacting with customers online.
Shocking?
Unfortunately, no, not for that industry which is already weighed down by regulatory compliance, complex relationships and a steady stream of new entrants to the market.
I recently wrote an article that explains how just analyzing the online experience is only a small fragment of the greater customer relationship picture, and I outline how the industry needs to consider more angles in order to work toward a higher customer experience score.
Read the full article [1].