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In today’s heavily regulated industry, where more and more customers choose to buy insurance directly, it can be challenging to get the edge on competitors. Excellent customer service remains a failsafe technique to drive loyalty with your existing customers and to appeal to new prospects. According to salesforce, 69% of customers would recommend a company to a friend after a positive experience, whereas 73% of consumers cite price and value as the leading factor that determine brand loyalty (Support.com). While you can’t always compete on price, you can shine on the value you add to your clients’ lives.
With these make or break statistics in mind, we share tips and useful customer service technologies to help you deliver better customer care, resulting in increased customer loyalty and spreading the word to prospective customers.
The human touch
With all these tools at their disposal, a customer is spoilt for choice when it comes to self-service queries, getting in touch or airing a grievance. But don’t forget that personal interactions will always set you apart, and often be the reason why a customer chose to work with a intermediary in the first place. By delivering on promises and constantly reminding clients that you are with them for the long run, you will build trust. Aim to be seen as a partner in their business or genuinely interested in their family life, not as an outsider. You want to be the trusted advisor they speak to when buying a new property or expanding their family.
Another way to both grow your revenue and ensure clients are properly insured, is to look for cross-selling opportunities. Read more tips in this article.
Visit our intermediary advice page for more advice and tools to grow your business.
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