The importance of loyalty in insurance

In this brief audio presentation, Partner Gunther Schwarz explains what customers want from their insurance carriers and which factors are most important in improving customer loyalty. Why focus on loyalty? According to Bain's recent survey of 158,000 consumers in 18 countries, loyalty leaders are more likely to see sustained, above-market growth. Customers who are loyal promoters of their insurers stay longer, buy more, recommend the company to friends and family, and usually cost less to serve—with the mix of these forces dependent on the particular market and type of insurance.

For more information, read the report