Copyright © 2011, National Association of Professional Insurance Agents. All rights reserved. Facts & your customers Insurance is a product that people don't want to have to buy or deal with, which makes the customer experience in the industry extremely important, Christian Bieck, global leader of the insurance practice for IBM's Institute for Business Value said in presenting a survey the company took of 18,700 insurance customers across 20 countries. "Trust [in the industry] is low and loyalty is declining," Bieck says. "People want to be treated as people, and no place is this more true than insurance." “Nothing is harder to regain, than lost trust. People do business with people they trust. People do business with people who are knowledgeable, efficient and will deliver what they promise.” Service and Communication  Retention Trust The Competition Customer Comments Terms of Use