Anyone who's worked in customer service, especially in the insurance industry, knows that not every sale is a breeze. You often have to bend over backward to meet customer wants and needs to earn their business and keep them coming back. These difficult moments are called customer friction points. They are those uncomfortable moments that make buying from your agency more difficult.
While you can't address every client concern, you can minimize these friction points if you're prepared for them.
The slideshow above illustrates five common customer friction points and some simple solutions to tackle them head-on.
By understanding these common customer friction points and implementing the right solutions, you can create a smoother and more positive experience for your clients. All of these tools we discussed today should live within your agency management system, making it easy for staff to leverage automation to deliver a premier customer experience. Remember, happy customers are loyal customers, and loyalty leads to long-term success for your agency.
Michael Streit is president of EZLynx. This article is published with permission from the author and may not be reproduced.
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