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Agents, Policyholders Enjoy Micro Moments

Ellen Carney | May 03, 2016

When it comes to improving the satisfaction of policyholders and agents, there’s nothing like a mobile “micro moment.” Mobile micro moments are simple triggers—messages, sounds, even vibrations—that spur an action or deliver information that’s relevant to the customer. 

Just what kinds of mobile moments mean a lot of insurance? Consider the claimant who just wants to know when the adjuster is going to arrive or that their premium has been received, or the producer who needs to know if the carrier is going to write that commercial submission.

These mobile micro moments matter because the coming wave of consumers and producers—the Millennials—are living La Vida Mobile. At the end of 2015, when Forrester asked 18 to 24 year olds how much time they spent sending and replying to text messages, the average was one hour, with 29 percent of them spending three hours or more a day texting on myriad mobile devices. 

In the same survey, 43 percent of older Millennials—those ages 25 to 34—told us that they’d be interested in getting a communication on a smart watch, while 37 percent said they’d be interested in getting an alert on their smart watches about their driving behavior.

 Along with meeting heightened customer expectations, agency owners and managers are also accommodating the increasingly mobile workstyles of their staffs, especially their younger employees. In a survey of U.S. independent agencies, 29 percent of agency staff indicated that they were checking mobile phones at least 25 times during the work day, with 11 percent indicating that they did so between 50 and 100 times.

What should insurers be thinking of when it comes to delivery highly satisfying experiences through these micro moments? Five elements should drive the micro moment strategy: understand the customer intent; ensure the interaction is relevant to the customer’s needs; drive downloads of your apps; and invest in analytics to capture insights from these mobile micro moments.  

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