Voice of the Customer Solutions in Insurance
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Overview: As markets for property and casualty, life, and healthcare insurance become more competitive, customer service and customer experience are becoming key ways for firms to differentiate themselves and gain new business. Satisfied customers, or brand advocates, have a dramatic impact on business performance. Advocates reduce new-customer acquisition costs through referrals, enhance a company’s ability to successfully introduce new products, and provide a basis for immeasurable goodwill during slow business times or difficult economic conditions.