Consumer centricity needs to be at the heart of both the protection industry and its offering to move the industry forward, according to keynote speaker, Martin Newman.
Speaking at the COVER Protection and Health Summit 2022, the consumer champion, and founder of Customer Service Action and the Customer First Group, explained that customers and their needs must be the main focal point for businesses, regardless of which sector they are active in. "We live in a world where consumers have full balance of power; consumers and customers alike can buy anything, anytime, any place and can buy from anyone," he said. He noted that one third of customers will ditch a brand after one bad experience, to simply go and find an alternative provider. Offering a ...
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