As we move into 2019, businesses are having to cope with unprecedented uncertainty. How can your brand win and retain consumer loyalty? It all comes down to trust – and these are the 5 foundations you need to start with.
Like many industries, insurance is being disrupted by digital technology. Nearly 80% of consumers want to use digital channels such as the web, email, social media and chat to interact with insurers – yet under a quarter of businesses say they are fully digital, according to Accenture. Traditional insurers face major challenges...
Many organizations are embracing digital transformation, making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media. However, new research from Accenture Strategy underlines the importance of offering a full range of channels to meet all consumer needs.
As a sector, insurance has already been heavily disrupted by the internet, with the vast majority of policies now researched, bought and renewed online, either directly or through third party aggregator sites. This has dramatically changed how insurers operate and increased the focus on the customer experience as companies look to engage with consumers and retain their business. According...
The rise of internet and digital channels has radically changed how people research and buy insurance. It’s now extremely simple for consumers to shop around and get online quotes before renewing their policies – especially since the rise of price comparison websites.
Poor service costs UK brands £116 billion every year. That’s the headline figure from new research from Accenture, which found that over half (53%) of British consumers had switched provider in at least one industry in the last twelve months. To put this in context, the equivalent of 12 per cent of UK consumers’ annual disposable income is being switched due to bad service.Accord...
The UK insurance market is one of the most competitive in the world. The rise of comparison sites, increased regulation, low customer loyalty and an explosion in distribution channels have all combined to decrease margins for insurers. Recent research from Accenture found that UK home and car policyholders are amongst the least loyal in the world, with 57% looking to switch provider in the next ye...
Insurance is a sector that has seen dramatic change over the past five years. The rise of the internet and price comparison sites has transformed the landscape. Insurers are now having to live with diminishing margins and customers that shop around as a matter of course when their policies come to an end. Add to this that many insurers are struggling with inefficient technology and processes and y...