Top 5 U.S. P&C Insurer Proves That It's All About the Customer Journey

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According to McKinsey, customer satisfaction with your company has more to do with the end-to-end experience than individual touchpoints.i This is important to understand, because we tend to evaluate business performance based on distinct metrics, such as call handle times, quote starts or quote conversions.

While each of those aspects of the customer experience is important, they provide only a snapshot of the customer’s journey and not the big picture. If McKinsey is right, it’s the picture as a whole that will influence a customer and generate their loyalty.

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[i] http://www.mckinsey.com/business-functions/operations/our-insights/the-ceo-guide-to-customer-experience