Enhancing Customer Satisfaction with Hyper-Personalized Solutions

Hyper-personalization begins with a deep understanding of your customers. Who are they? What interests and motivates them? What challenges do they face? Customer journey optimization begins with the answers to these questions, using that knowledge to go beyond traditional segmentation.

Through a combination of surveys and in-depth interviews, Assurant recently gathered information from 2,500 people across the U.S. about their backgrounds, interests, and mobile and shopping habits. From this data, we’ve identified eight distinct mobile personas — covered in this ebook — each with their own traits, motivations, and protection needs.

This level of consumer insights allows us to dynamically adjust messaging, service recommendations, and pricing based on your customer’s preferences and behaviors. No more static offers. Instead, we might:

  • Focus on ease-of-use benefits for a Retired Traditionalist
  • Provide subscription swaps and entertainment-first messaging to a Seasoned Streamer
  • Create wellness bundles and retention programs for the Grounded & Stable
  • Provide overarching family plans with customizable perks for the Family-Centric Go-Getter

You can offer your customers hyper-personalized protection plans that feel specifically designed for each of them. This real-time customization is already driving results. By letting customers choose and change the benefits that matter most to them, we’ve increased adoption rates by 29% and doubled persistency.

Dynamic Fulfillment: the Key to Hyper-Personalized Customer Service

Your customers are looking for flexibility that extends beyond the point of purchase. When something goes wrong with their device, they want convenient claims resolution that doesn’t interrupt their lives. For some, that means in-person support, while others might prefer a chat response or self-service options. Letting them choose, and then delivering a consistent, personalized experience across every channel, is what will set your claims experience apart.

At Assurant, we’re giving customers that choice by leveraging real-time, AI-powered insights. When a customer files a claim, our patent-pending dynamic fulfillment platform uses AI-powered algorithms to evaluate over 100 real-time data points and recommend the best resolution for each customer. Some of these data points include:

  • Device model
  • Past behavior and choices
  • Cost
  • Proximity to a store
  • Parts availability
  • Technician schedule
  • Service history

Whether the customer chooses to send in their device for a replacement or make an appointment for same-day repair, our certified technicians and claims experts provide personalized service and quick resolutions, delivering that hyper-personalized experience increases NPS and sets your brand apart.

At the same time, dynamic fulfillment optimizes client risk and cost, empowering our client partners to make the best choices for their business needs. By selecting the business parameters and fulfillment options offered to your customers, you can have total program control at an optimal cost without sacrificing customer experience. It’s all about choice.