In my last column, we discussed agents’ critical task of delivering the best possible customer experience to differentiate themselves from competitors. To do that, agents need to closely examine every task they perform for policyholders and prospects and find ways …
The term customer experience has become a catch-all, almost cliche phrase, even if its critical importance is undeniable. For agents, customer experience cannot be an abstract or ill-defined term if the goal is to have more than marginal progress in …
Two years ago, I wrote a column on “speed-to-value,” in which the time agents took to respond to and resolve inquiries/requests from policyholders and prospects had become an important factor in customer satisfaction. What a difference two years makes. Today, …
In a column last year on messaging, I talked about the value of a secure means for agents to text prospects, policyholders and insurers and the number of messaging apps and companies offering messaging services. Apps such as Facebook Messenger …
It’s no secret that the workforce in the insurance industry is aging and 400,000 positions are projected to open up in the next two years. Insurers and agents alike have debated how best to attract the next generation, so I …
2018 has turned out to be the year of the text message. For agents, that reality presents a challenge that is both substantial and immediate. Today, there are dozens of vendors that offer chat capabilities. Web messaging has emerged as …
Thousands of discussions, debates and arguments are taking place in agency offices across the country between principals and ambitious young producers about the role of digital marketing. There are also more than a few stories about millennial producers becoming frustrated …
Thousands of discussions, debates and arguments are taking place in agency offices across the country between principals and ambitious young producers about the role of digital marketing. There are also more than a few stories about millennial producers becoming frustrated …
As predicted in the last Tech Talk column, there is reason to cheer a bit about the findings of the just-released 2018 Insurance Digital Transformation Study. Clear progress has been made as agents work toward mastery of digital technology to …
When the results of the second Insurance Digital Transformation Survey (www.insurancedigitalrevolution.org) are released in a few weeks, we should see improvement in how agents are adapting to digital technology – more agencies upgrading their websites, adding a client portal or …
