COVER Summit 2022: Consumer centricity key to moving protection forward

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 ...