Scenario
Achieving her goal of having a plan in place for long-term care means everything to our member.
As a single mother, she was able to find a product that achieved her goal of having a plan for her care, so her potential future needs will not impact her son.
"My son is not going to have to change his life if something happens to me."
Takeaways
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Big picture
When a member feels confident and secure in the decision made to purchase a product, their experience reflects NW’s CX Principle of reassuring.
Business Impact
When a member feels confident to make informed decisions, this builds both trust and loyalty.
