In today’s price-sensitive environment, insurance companies are fighting to gain and retain customers, striving to create distinct brand positioning. And customer pressure is intense – consumers and small businesses increasingly demand products and services based on individual risk for greater control over their insurance costs. CMI’s tailored solutions generate a deep understanding of what matters most to customers, whether consumers or independent agents – the attitudes, motivations, and influencers that lead to decisions about insurance providers, products, and lines of coverage.

Success Stories

  • Agency Customer Loyalty Program: Consulting five million policy holders
  • CMI annually managed a major customer loyalty program, conducting over 5 million surveys for a leading insurance company representing over 10,000 agencies. The highly visible program tracked progress on key measures to direct resources and increase loyalty.

    The result: internal stakeholders used CMI’s reporting portal, ViewPointCX, to manage information, evaluate performance, determine compensation, and coach and train to improve the overall customer experience and increase loyalty.

  • Brand Image and Awareness Monitoring: Understanding the gatekeepers
  • CMI helped a large national financial services company monitor trends among consultants/brokers and human resource decision makers regarding insurance and employee benefits providers.

    The result: developed new marketing strategies to guide future enrollment cycles and answer decision makers’ questions.

  • Simulated Conversations: Managing price sensitivity
  • CMI paired brokers and target consumers in dyads to evaluate messaging regarding planned pricing changes from both the agent and decision-maker perspectives.

    The result: a communications strategy that addressed both agents’ and customers’ key concerns and incorporated effective wording for a challenging message.

Broad experience means creative solutions.

Broad experience means creative solutions.

Nationally and globally, via B2B and B2C channels, we help clients identify and understand the touch points and triggers that prompt customers to consider, choose, and advocate for their brands.

Our belief that knowledge is transferable and our commitment to thoroughly understand your industry’s unique challenges means we bring the best of both worlds to you – deep industry knowledge and diverse, wide-ranging experience.