You have to know your customers to keep your customers. “Every contact with a customer is an opportunity to retain that... you need to know as much about your customers as possible, then act on those insights. ” Linda Goldstein, Executive Vice President, Customer Experience & Marketing, CSAA Insurance Group CASE STUDY Overview Customers now have more opportunity than ever to easily shop for insurance. And shop they do. It’s estimated that 75 percent of any insurance company’s customers have shopped for insurance at least once over the past five years, and 40 percent have shopped in the past year. In addition, previous LexisNexis ® Risk Solutions analysis has shown that up to

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