Bean counters in the ivory tower thought it was about product and not about customers. Good thing we have agents on the street to correct that aberation.
My clients don’t want dog food and bottled water from their insurer – they want to be treated like valued consumers whose affairs are of importance to us.
Good news – they still sell dog food and bottled water at the grocer.
You better have the correct product (policy, endorsements and coverage at the time of a claim. All the glad handing by the agent and company will not help you or you E & O company when it comes time to defend.
We agree wholeheartly that insurance agencies, brokers and companies need to initiate a more customer focused approach to business. Along with the ideas of “creatively segmenting” customers, it is increasingly critical that insurance providers articulate a clear and compelling “value proposition” through their brand that explains who you are, why you are different and why your customers should care. Your brand should be evident in everything that you do – across all customer touchpoints ranging from your website to your office environment to the welcome of your CRS staff. Moreover, a strong brand strategy should begin with your organizational culture, as it is vital that your people understand and deliver a consistent brand experience to your customers.
Bean counters in the ivory tower thought it was about product and not about customers. Good thing we have agents on the street to correct that aberation.
My clients don’t want dog food and bottled water from their insurer – they want to be treated like valued consumers whose affairs are of importance to us.
Good news – they still sell dog food and bottled water at the grocer.
You better have the correct product (policy, endorsements and coverage at the time of a claim. All the glad handing by the agent and company will not help you or you E & O company when it comes time to defend.
Help! I’m drowning in lingo! Save me!
I think what dude is saying is ‘Do a good job for your clients’. I don’t have a marketing degree, but I think thats the message. I think.
We agree wholeheartly that insurance agencies, brokers and companies need to initiate a more customer focused approach to business. Along with the ideas of “creatively segmenting” customers, it is increasingly critical that insurance providers articulate a clear and compelling “value proposition” through their brand that explains who you are, why you are different and why your customers should care. Your brand should be evident in everything that you do – across all customer touchpoints ranging from your website to your office environment to the welcome of your CRS staff. Moreover, a strong brand strategy should begin with your organizational culture, as it is vital that your people understand and deliver a consistent brand experience to your customers.