Customer Experience

Rethink the Customer Journey

July 20, 2017

45 percent of customers say they’re more likely to visit businesses that respond to their reviews

Online Reviews Survey

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Insurance companies must rethink the customer journey.

Insurance Companies Must Rethink The Customer Journey, According to CX Expert

Insurance companies must work to rewrite the customer journey, writes Blake Morgan, customer experience expert. “Most customers are confused and frustrated with insurance companies,” she writes.

Lemonade, a startup insurance company, is a good example of an organization that is trying to change the way customers think about insurance. Daniel Schreiber, co-founder and CEO of Lemonade, said in an interview that customers have tweeted that Lemonade is “fun” and does “social good.”

Whether or not you are in the insurance industry, this way of rethinking what customers want and innovating the customer journey in any industry is important for the success of any company. Change is constant, after all.

Interested in learning more about CX? Here’s a getting started list of articles for you:

related posts

Lessons Learned: Ford Dealerships Mishandle Negative Customer Survey Ratings and Reviews
How to Post Your Restaurant Menus Online
Apple’s Lack of Online Reviews Affects Customer Experience and Satisfaction

Try ReviewTrackers for two weeks, no credit card required.

See all your reviews in one dashboard. Respond to customer faster. Generate 3 times more reviews with email and SMS campaigns.
Start my free trial