A Commercial Insurance company sought to improve the customer value proposition in an attempt to improve the customer experience and improve customer retention
Situation: The company began to experience increased customer attrition and slowing acquisition. BIE was engaged to help the company better understand why customers were defecting and what actions they should take to respond. With a similar product to that of competitors, the client specifically wanted to know the implications for their account management, sales, and customer service processes.
Actions: BIE studied current, prior, and potential customers to understand how they experienced the client and what they wanted from their insurance company provider. We also reviewed the account management and customer service processes to uncover how the teams interacted with customers. From this, we mapped out the customer journey and all touchpoints.
Result: BIE delivered an improved customer journey with a refined marketing and account management process which shortened the sales cycle, offering more targeted messaging and product offerings.