“In a time when customer service seems to be at an all-time low, Nationwide has proven to go above and beyond. We continue to share our experience with friends and family, and many have shown interest in changing insurance companies after hearing of our experience.”
In an industry that can be complex to understand, our Service and Solution Centers play a key role in forging these relationships. We hear again and again how much members appreciate the attentiveness, patience, empathy and professionalism we provide.
Human connections in customer experience provide decisive advantages. They lead to increased acquisition, retention, satisfaction and loyalty. There’s a reason why a Member would say speaking with a real person made a difference. Human connections in customer experience lead to increased acquisition, retention, satisfaction and loyalty—but, there’s something you may have overlooked. Emotion is the binding agent that makes something memorable. It’s scientifically proven that emotion helps us make decisions and remember more details about an experience. We want to deliver memorable human experiences often. No other mode of communication has been found to provide the same benefit.
In 2022, an external study indicated that 82% of consumers “want to interact with a real person more as technology improves.” The same study found 64% of U.S. consumers feel companies have lost touch with the human element of the experience. These findings underscore the importance of human connection. It has measurable, lasting impact on both a customer’s experience and our own business outcomes.
