customer engagement matters

Why Customer Engagement Matters Over Customer Satisfaction With Financial Institutions

By decisionhawk / October 15, 2017

With the rise of customer-centric movements across all industries, leadership often focuses on customer satisfaction as the most crucial component for success. Customer satisfaction measures how well an institution meets or exceeds the expectations of its customers. It was regarded as the most accurate indicator for repurchase intentions for many years, but many studies now…

digitization customer engagement insurance

Digitization: Boosting Customer Engagement In The Insurance Industry

By decisionhawk / September 24, 2017

Insurance salesmen are finding it increasingly difficult to secure the trust of the modern customer. One of the main reasons is that more often than not, the only times they encounter insurers is when they have a problem or a negative experience. This is one sector where improving the customer experience is crucial. Digital technology…