So your agency gives good service. Well that’s great but it actually doesn’t matter in today’s world! I’m sorry but good is simply not enough. Good won’t turn customers into clients and clients into raving fans. We need to start thinking bigger and better in order to survive in the new insurance world. Good doesn’t get you noticed and isn’t enough to keep someone on the books when they find more cost effective insurance.
This may upset some people, however I have yet to meet one agency that tells me they give amazingly mediocre service. Everyone thinks they give great service. I am looking for that one agency that can tell me we are mediocre and totally ok with it. I would like to high five them for embracing who they are.
There are two things you need in order to give ridiculously amazing customer service:
- Tools to track your service team
- Recorded phone calls
- Goals with metrics
- Activities that can be tracked in your management system
- A strong leader that looks at all of this stuff
- A clear agency playbook that outlines the ridiculously amazing service YOU want YOUR customer to have
Here is the great news. Agency Performance Partners is working on AppX, your guide to ridiculously amazing customer experience. Stay tuned!
Customer service is dead, customer experience is in. You need to provide such an awesome experience they know why they are buying insurance from you and don’t think about anyone else. You have to perform on every phone call and every touch point. By doing this you will generate more referrals and boost retention rates. If you believe in customer service, start designing your customer experience. Or wait until AppX launches!
