Four Characteristics for a Successful Customer Experience

[nurmohammadkhan]

In concrete terms, for an experience to be truly capable of making the customer feel valued and central to the business, it should have four specific characteristics (source: Digital4Biz) .

First of all, the experience must be reliable , that is, it must guarantee the least number of unresolved cases or problems that the insurance company has not been able to address.

In this sense, it is important to maximize the customer service area , in order qatar whatsapp resource to be responsive and efficient as soon as a customer expresses a need or a problem.

The second characteristic is that of being valuable , in the sense that the customer must be able to perceive that the product or service is capable of generating a benefit, a real value at a reasonable price: only in this way can there be true reciprocity in the performance between him and the insurance company.

The experience offered by the insurance player must also be relevant , that is, it must be able to differentiate itself from any other experience that the customer can find on the market. This relevance will push the customer to prefer it over all the others, beyond the most functional characteristics of the product.

Finally, a truly effective customer experience must generate trust in the customer , who must be able to trust the operator he is dealing with, since the operator is capable of demonstrating not only a high level of competence , but also a certain sense of empathy .

Moreover, empathy , in a context like the current one, in which the human element becomes central as a factor in business development, represents an essential element to be pursued with every available tool , especially digital.

The importance of empathy has been underlined on various occasions, including recently during the third edition of the Insurance Festival in Milan (source: milanofinanza.it), where all the experts in the sector agreed that this is the element on which to focus most to guarantee the “centrality of the consumer” , and to show that they are capable of “listening to the voice of the customer both in moments of strong emotion such as those of contact with the insurer and afterwards, with checks that can guarantee even greater quality in subsequent interactions”.

From this we understand that customer centricity in insurance cannot be a simple programmatic expression, but must be a concrete and constant commitment, applied to every phase of the relationship.

But does all this effort really benefit the insurance companies that implement it?