Customer experience is at the pulse of every insurance agency.
Customer experience is how customers perceive their interactions with your company. In today’s society, consumer expectations are high, and word of mouth travels fast. Purchasers are empowered like never before, and great client experience drives loyalty and revenue. Neglecting customer experience is no longer an option for businesses, especially as the voice of the customer continues to get louder and louder.
It used to be that customers could communicate with companies in one of three ways: they could visit the business’s office, write a letter or call customer support. Next came faxing and email. Today, there are even more ways customers can connect with businesses – they can use Twitter, Facebook, WhatsApp, Instagram, Snapchat, web chat and more. When customers do connect with you, they expect to be known and served on demand, regardless of the channel they are using.
To retain your client base, customer service is extremely important. Remember that to the customer, your agency is one big team. They don’t care which department they talk to when they need help – they just want to get their questions answered and problems resolved. When your team can’t work together seamlessly, and the client notices this breakdown in communication, it frustrates them. It can be extremely tiresome to be passed from one department to the next and can leave a sour taste in the client’s mouth if they feel they are being neglected.
For clients, all interactions and data should be stored in one place. If they interact on a web chat with one representative, notes should be saved about the conversation. If they pick up the phone next time and call your agency, the agent on the other end should be able to see their previous concerns from a web chat. Even though the interactions came across different channels, the person currently interacting with the customer must see them as one long conversation.
Mike and our Unstoppable Profit Producer program teamwork with hundreds of Independent Insurance Agency owners all over the United States. The focus of the program is that you will learn to grow your business, create financial wealth and security for your family and have more freedom to enjoy life on your terms!
If you would like to learn more about the benefits of the Unstoppable Profit Producer Program and how it can help you, please schedule your Agency Profit Consultation today!