Use your CRM Opens in a new windowto analyze data, perfect your digital sales process, and connect with your customers when it matters most.The insurance industry is filled with potential, but companies remain stuck in old ways, leaving customers unhappy and disconnected. One in three customers switched providers last year, due to unsatisfactory insurance customer experiences. At Salesforce, we ask, “What do people truly want when they interact with their insurance company?”
Extensive research shows that customers, both new and old, want more than just coverage and affordability. They seek understanding, simplicity, and empathy. Only 43% of customers say their insurer anticipates their needs, a disappointing statistic considering evolving expectations.
Let’s look at this through the lens of a typical customer. Meet america phone number list Natalie, a physical therapist and mother, who’s budget-conscious, comfortable with technology, and who values human connection when engaging with businesses, no matter the size. We’ll trace her path to understand where she feels supported and, more importantly, where she feels lost while navigating her insurance journey.
Our goal is to examine how we might reimagine the insurance customer experience in a way that speaks to her core needs and desires, inspiring transformation along the way. Let’s begin.
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Stage 1: Searching for security
In this opening stage, Natalie feels anxious but hopeful as she begins evaluating her options for how to best protect her home and automobiles. Her discovery can either empower her with clarity and conviction or leave her feeling overwhelmed and uncertain. As a discerning consumer, Natalie has the grit to push past the noise to find the right solution, but insurance companies vying for her business must challenge themselves to deliver a helpful, seamless experience.