重构价值标尺：阳光保险“以客户为中心”破题行业转型

Core Viewpoint - The article emphasizes the critical role of insurance in China's economic and social development, particularly in the context of the 15th Five-Year Plan, highlighting its importance in social security and high-quality development [1] Group 1: Industry Trends and Demand - With declining interest rates and an aging population, the demand for risk protection and stable asset growth has become urgent, shifting insurance from a supplementary need to a necessity [2] - The insurance industry is poised for significant growth driven by both policy and public demand, with leading insurance companies leveraging strong capital and operational capabilities to enhance their competitive advantages [2] Group 2: Strategic Focus of Sunshine Insurance - Sunshine Insurance has established "Everything for the Customer" as its core value, aligning with the "people-centered" development philosophy [3] - The company has launched the "New Sunshine Strategy," focusing on "Technology Sunshine," "Value Sunshine," and "Heartfelt Sunshine," aiming to become a trusted partner for customers [3][4] Group 3: Transformation of Business Logic - The transition in the insurance industry from a "product-centered" to a "customer-centered" approach reflects a fundamental shift in operational logic, necessitating a comprehensive overhaul of the business model [5][6] - This transformation requires significant resource investment across the entire value chain, from product design to customer service [7] Group 4: Unique Value Proposition - Sunshine Insurance's long-standing commitment to a customer-centric approach since its inception in 2005 has allowed it to develop a robust system that prioritizes customer needs [9] - The company's "Three/Five/Seven" family protection concept provides a structured framework for customers to understand their insurance needs, promoting a proactive approach to risk management [10][11] Group 5: Implementation of "Heartfelt Sunshine" - The "Heartfelt Sunshine" strategy focuses on understanding customer needs and translating insights into tangible service experiences, enhancing customer satisfaction [15][20] - Sunshine Insurance has initiated a "Customer Demand Perception Plan" to gather insights and optimize its product and service offerings, particularly in the aging finance sector [15][16] Group 6: Financial Performance and Market Position - In the first half of 2025, Sunshine Life's total premium income reached 55.44 billion yuan, a year-on-year increase of 7.1%, while Sunshine Property's original premium income was 25.278 billion yuan, up 2.5% [23] - The growth in high-value customer segments and improved customer satisfaction reflect the effectiveness of the "Heartfelt Sunshine" strategy [24][26] Group 7: Technological Empowerment - The integration of AI technology across sales, management, and service has significantly enhanced operational efficiency and customer experience, with a 95% satisfaction rate for AI customer management tools [29] - These digital capabilities are creating a competitive edge for Sunshine Insurance, positioning it well for future growth [30]