How to keep ‘Generation Digital’ satisfied

Consumers that have grown up in the digital era are becoming more demanding. How can insurers keep up with technological advances to keep them happy? Increasingly, today’s consumers were born after 1980, have never used an analogue phone and as a 21st century brand, you disregard them at your peril. Having lived all their lives in the digital era, these consumers know their rights and are vocal when they are not met. While their parents’ generation might have responded to poor service by grumbling to friends at their local pub, this group will vent their dissatisfaction in public forums seen by thousands. Post Magazine gathered a crack team of customer service and marketing experts to discuss how insurers can satisfy the discerning consumers of ‘Generation Digital’ and ensure their brands are devoured rather than destroyed.