P&C Customer Experience Improving, But is it Enough?

While customers who report positive mobile and Internet experiences are most likely to buy more and offer referrals, that experience frequently falls short of customers’ expectations, says Capgemini.

INN Breaking News, February 27, 2014

Chris McMahon

Acquiring a new customer can cost as much as seven times more than maintaining a loyal customer, and loyal customers tend to spend more, stay longer and, if they have positive experiences, are twice as likely generate referrals, all of which can lead to greater profitability, according to the 2014 “World Insurance Report,” from Capgemini.

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