Communications should adapt to shifting consumer behavior, survey finds

06/26/2013 | PropertyCasualty360

Most insurance companies view communications management as crucial for a positive customer experience, but they need to enhance their efforts to adjust to changes in consumer behavior, according to a survey by Forrester Consulting. "The fact that surveyed insurance companies placed a growing importance on customer-communication management to improve customer insight reflects the growing recognition that the customer experience is a prime determinant of loyalty and future revenue," said Bill Parker of GMC Software Technology, which commissioned the survey.

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