Comfort, convenience, control and community

The customer is king, but how can brokers keep them engaged?

In any business the best players are always one step ahead of the game.

With that in mind I was very interested in what consumer futurist, William Higham, of Next Big Thing, had to say at the recent Una Alliance conference which I attended.

As Higham pointed out the insurance market is at an inflection between a products-focused marketplace and a customer-focused one.

He encouraged the brokers and insurers in attendance to consider how customer attitudes and behaviours are changing and develop