Fintonic ha compartido esto
Does customer loyalty even exist in insurance? Here's what the Fintonic data shows: 👉🏼 2 out of 3 customers with multiple policies buy from different insurers. They're working with an average of 3 different companies. 👉🏼 Health, funeral and life insurance show the worst loyalty. 86% of customers buy other products elsewhere. Nearly everyone is shopping around. 👉🏼 Even "sticky" products like home or price sensitive like auto can't keep customers loyal across their portfolio. But Mutua Madrileña and CaixaBank are doing something worth watching. Both are 2x better than competitors when it comes to customer loyalty. Their strategies couldn't be more different: 👉🏼 Mutua built "voluntary loyalty" - customers want to stay. Better product, better experience. 👉🏼 Caixa built "involuntary loyalty" - customers feel they have to stay once they sign up to MyBox. (29% of customers have MyBox, and 62% of those customers have multiple policies locked in.) Clearly all their distribution capabilities are aimed at selling this product. One treats loyalty like a product challenge. The other treats it like a distribution challenge. Both strategies seem to work. But the question is: which is the right one?