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贝恩公司调查发现,仅有1／10的保险公司成功地实现连年持续地创造价值。许多公司最终表现欠佳的主要原因在于,他们严重误判自己提供客户所需产品／服务的能力。当高级主管被问及是否认为本公司提供最佳客户体验时,77％的高管自认为是,但仅有6％的客户认同。那么,究竟什么才是保险业实现最佳股东回报的关键呢?
Bain’s survey found that only 1 in 10 insurers succeeded in creating value over the years. The main reason why many companies end up underperforming in the long run is their serious misjudgment of their ability to provide the products / services customers want. When top executives were asked whether they think the company offers the best customer experience, 77% of executives think they are, but only 6% agree. So, what exactly is the key to the insurance industry to achieve optimal shareholder returns?