NIBA / Special Feature
Keep the Customer Satisfied It’s been more than 50 years since Simon & Garfunkel sang that famous line, but it’s never been more true in insurance than it is today.
Customer experience may be something of a buzzword across many sectors in 2025, but it’s with good reason. The simple fact is that today’s customers expect more than a transaction. Research from PwC found that 73% of customers consider the experience a company provides to be important, and 61% find a positive experience more influential than great advertising. For brokers and insurers, meeting the expectations of customers today can seem overwhelming – especially when
you consider the reality that everyone’s expectations are slightly different. But the simple fact is that today, you need to put your client at the centre of everything you do. A once-a-year email asking a client to fill out a printed form – again – isn’t cutting it. The good news is that if you get it right, client retention and acquisition can become an awful lot easier. Research from Deloitte found that customer- centric companies were 60% more profitable than companies that were not customer-focused.
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