New research suggests that customers are putting more effort into shopping around for better insurance deals. This article highlights some of the key findings.
Customers
How to Avoid Exploiting Behavioural Biases
While behavioural biases may be good for marketing and selling products and services, they can easily be exploited. Firms are expected to recognise the potential harms that behavioural biases can present for consumers and put their needs first.
Diversity and Inclusion in Customer Services - Sex and Gender
In the next instalment of our series on diversity and inclusion in the insurance industry, Regine Tse focuses on the protected characteristics of sex and gender reassignment.
Tackling Racial Bias in Customer Services
Continuing our series of articles looking at diversity and inclusion in the insurance industry, Regine Tse discusses the protected characteristic of race and highlights factors for consideration in customer interactions.
Diversity and Inclusion in Customer Services
Failure to recognise the diverse needs of certain groups can lead to customers receiving poor outcomes. How can customer services staff communicate more effectively to help deliver better outcomes for all?
Knowing your customer – Journey Mapping
Knowing your customers is not only essential for meeting regulatory demands but also makes good business sense. Being able to tailor your services to a customer’s objectives is an effective way to create positive customer experiences and establish loyalty.
Data Protection Regulator Bares Its Teeth
A year on from the implementation of GDPR, it is clear that the ICO is prepared to use its powers, with significant fines announced for British Airways and Marriott International. Is this a wake-up call for all firms who handle personal data?
Your Customers Expect More Than The Present
The mindset of a customer is more forward-thinking than ever. Is it enough for a business to just deliver a service well, or do they also need to plan ahead to avoid future problems and respond to changes in the market? Tom Wood considers why getting ‘stuck in the present’ may be a risk for businesses.
Customer Service – Why it matters
Under the Insurance Distribution Directive (IDD), insurance intermediaries must have the minimum necessary knowledge of complaints handling. Here’s why having strong customer service skills provides a solid foundation for meeting this requirement.