Tag Archives: steve devine

Protection Industry poll – What matters most to protection customers?

In a couple of weeks time I am speaking at the popular Insurance industry conference PROTECT. My slot is focusing on how to put customers first in your business. With direct experience in the insurance sector as well as banking, gaming, utilities and payment cards, I must say I’m looking forward to it. THis has been reinforced by a chance meeting with the CEO of a major bancassurance provider and a meeting with the Commercial Director of another primary insurance provider. I would say they are two of the most customer centric practioners I have come across in the last few years – so it’s a topic resonating with many organisations now.

lexden badgeI like interactive sessions. I ‘m keen to understand if the insurance industry experts know what are the most important attributes from a customer’s perspective?

I will compare the results from this poll against an established consumer study which highlights the most important attributes to customers, as demonstrated by the top 10 customer experience brands in the UK, who outperform the rest of the FTSE 500 by over 950%.

These brands include banks, e-tailers, home delivery and soap companies (there’s even a GI provider in there) highlighting it doesn’t matter what the industry, what matters most/delights customers more is generally the same across sectors. It’s the way it differs is a sector and brand specific play.

So if you are in the world of protection, take 2 mins out and please vote. What do you think are the three most important attributes from the this list?

On the night at PROTECT I will share the results! As well as highlight what the protection industry is doing well in these important spaces and highlight ‘best in class’ examples from other industries and discuss how lessons learnt can be applied back to protection providers to help improve their customer experience.

Poll closes on September 18th 2013.

If you are keen to see the results then come along. Zurich and Swiss Re are also speaking. Or email ‘results’ to jennytyler@lexdengroup.com and I will forward these to you on 20th September 2013.

Posted by Christopher Brooks

Lexden is a Customer Strategy Agency | We put customers at the start and the heart of the marketing strategy.

We work with brands to attract and retain happy customers | We achieve this by helping them to understand what makes their customers tick, building memorable customer experience strategies and creating engaging customer value propositions.

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