CX In A Post-Pandemic World
Wednesday, July 22nd, 2020 Education & TrainingIf we want to capture the hearts and minds of our clients, stop being viewed as commodities, and instead be brands worth loving, excellent customer experience (CX) is the pathway to success.
From an outsiders view looking in, and one who purchases thousands of dollars of insurance yearly, insurance has become a commodity.
Phrases like “only pay for what you need,” “fifteen minutes could save you 15% or more on car insurance,” and “you could save hundreds on car insurance” do little to build client loyalty or differentiate brands.
By focusing on being cheaper than everyone else, all this does is start the race to the bottom, where creating an exceptional customer experience is impossible.
Instead, all customers do is move from product to product, vendor to vendor looking for something cheaper. There is no loyalty, and there is no perceived value. What if instead the industry as a whole changed their mantra, and stopped the race to the bottom?
