Blog by Jason Brown, Principal and leader of the Financial Services practice with ZS Associates, a marketing and sales consulting firm.
Follow Jason on Twitter at: @jbrown_ZS
Customer experience is a hot topic among insurance carriers, with customer satisfaction, loyalty and word-of-mouth advocacy gaining a lot of momentum in recent years. And rightly so—these gauges of engagement track closely with sales results, and often foretell shifts in future results. But one customer has been largely ignored by this recent trend: the... [Continue Reading]