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As brokers, agents, and advisors, our job is to deliver customer experiences that are so exceptional that our customers will never want to seek service anywhere else.
We need to provide the products that meet each customer’s individual wants and needs, while also providing them with constant attention, deeper relationships, and unrivaled experiences in every single interaction we have with them.
When was the last time you took a close look at the way your customers are treated at every touchpoint? How are they greeted on the phone, in your app, or when they stop by your office? How attentive and responsive are your team members when customers request an address or beneficiary change, add a vehicle to their policy, make a payment, or inquire about a new type of coverage? How consistent is that service across your enterprise?
If you’re not sure, start by examining these aspects of your customers’ service experience.
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