Mutuelles/Assurances: quality of service to build loyalty!

Why focus on customer experience in the mutual and insurance sector?

The mutualist sector is once again undergoing profound upheavals that are having an impact on its organizations:

• Greater customer volatility(3-click cancellation in insurance)
• PSC (Protection Sociale Complémentaire) reform for the public sector
• Increased competition and market concentration
• The arrival on the market of new “digital natives” with no track record to manage
• Tighter financial constraints for members and economic uncertainty

Hence the even greater need to build loyalty, differentiate and attract …. And customer relations are more than ever THE lever not to be neglected in order to consolidate the bond with customers. Indeed, customer loyalty depends on the quality perceived by the customer:

• Or by the products and services themselves… which corresponds to answering the question “Am I getting my money’s worth?”
• Or through customer relations, in particular via customer service, which interacts at key moments, and which has a strong impact on the customer experience (waiting time, listening to employees, taking into account requests and frustration, active listening…).

The importance of customer service in building loyalty in the mutual and insurance sector

This service has a major impact on the loyalty rate, according to the French Customer Service of the Year survey ( ESCDA):

• 94% of French people believe that the quality of a company’s customer relations impacts its brand image
• 90% of consumers say they would leave a brand if they were disappointed with the quality of customer relations.
• 91% confirm that the quality of customer relations influences their purchase or re-purchase decision.
• 74% of customers who have had a good experience are willing to spend more or be more loyal

Webinar program:

In this webinar, Frédéric Canevet shares the strategies and best practices to be implemented to meet the challenges of the back-to-school season and deliver an optimal customer experience. – He presents 5 tools for improving perceived service quality in mutual and insurance companies. – He focuses on 2 key issues: managing call peaks(ChatGPT, proactivity, automation…) and humanizing customer relations (employee commitment, visio, customer reviews…).

You can download the presentation by clicking on this link :