Phil Sager

Apr 12, 2024 | bain.com | Henrik Naujoks |Sean O'Neill |Andrew Schwedel |Phil Sager

Earning customers’ loyalty has long been a bedrock principle for sustained success in insurance. A corporate culture that puts the customer’s perspective front and center tends to build a better customer experience that also generates superior economics. Customers who are promoters of an insurer are more apt to refer friends and family, stay longer, buy more of the carrier’s products, and cost less to serve than more neutral customers or outright detractors.