Summary
In the US, superior customer experience (CX) drives superior revenue growth when customers can switch their business and competitors offer differentiated CX. Does that relationship also hold true in the auto insurance industry? To find out, we compared the revenue growth of an automobile insurer with above-average customer experience scores to that of a direct competitor with relatively low CX scores. This brief details how we did it and provides fuel for a revenue-based business case that justifies strategic investments in customer experience improvements for CX professionals.
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