Customer Story: Mutual of Enumclaw

Welcoming and Retaining Policyholders With a Personalized Experience

Mutual of Enumclaw Case Study

The insurance industry is challenged with digital innovation as companies hustle to keep up with their digital-minded consumers. To transform its member experience, Mutual of Enumclaw adopted personalized video technology at two key touch points in the customer lifecycle: to welcome new policyholders and to engage existing policyholders as they come up for renewal. 

 

With its SmartVideo program, Mutual of Enumclaw aims to reiterate the high levels of service a policyholder can expect, educate customers about their policy, and promote digital services and tools available to policyholders. The program has proven to be incredibly effective at achieving the insurer’s overarching strategic initiative of providing unparalleled customer service and has driven a strong increase in customer satisfaction rates. 

 

Download the case study to find out how Mutual of Enumclaw achieved:

  • 10-point lift in NPS score among video viewers
  • Lift in its already-high policy renewal rate
  • Improved brand sentiment with 55% of viewers citing a more favorable opinion toward the insurer 

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