Empathy in the insurance purchase journey

Case study

The context

Improving sales amongst price sensitive audiences by offering home and motor propositions based upon relevant ‘emotional appeals’, rather than selling purely on price and product criteria.

What we did

Interactive consumer workshops exploring consumer needs states, different propositions, and their emotional impact.

How it helped

Insights informed an action plan for engaging with these audiences, including recommendations on how the brand could demonstrate greater empathy and build a connection through customer experience in the purchase journey.

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