Attempts at shifting mindsets, engaging staff and responding to customer needs
When serving new market segments, many insurers are comfortable carrying out customer research. Where insurers often get stuck is putting those insights into practice. Organizations can shift their approaches and internal setups to make it easier to regularly act on client insights.
This brief provides a range of strategies that can be used to do so – springboards towards a culture, structure and operations that are capable of responding to client needs. These approaches are practical methods used by insurance companies to gradually instil a culture of listening to clients and experimenting to meet their needs. The insights are based on case studies conducted with various organizations working to put client insights into practice, as well as interviews with experts.