How insurance agencies use client satisfaction surveys

Key quotes:

• "I talked about how we do it as eKomi and why I believe that professional services companies should be not only tracking their customers’ satisfaction but also publish it so that they can create more transparency."
• "In professional services, both for businesses and individuals, this social proof is as important as certifications, client logos etc."
• "Apart from this, what’s also important for professional services firms is to track customer satisfaction on an ongoing basis."
• "Since it’s complicated to ensure success, and since success of individual projects determines the success of the entire organisation or consultant, it’s indeed super important to track satisfaction clients."
• "This is important for professional services firm even more so, because with multiple team members, they cannot sustain a high quality standard if they don’t measure it in a consistent way."
• "The organisations must also publish these customer satisfaction ratings so that they can create transparency and trust with their potential customers."

Transcript: I'm joined by turbo zealand shipka executive manager for stakeholder management at assessoria for more on improving the customer experience togas Lee let's get this interview started by taking a look obviously at the fact that sometimes South African consumed as a lift feeling uninspired and not very satisfied by the insurance providers but what's the lengthy maybe the leadership within the companies and a customer satisfaction I'm of the view that the key driver is leadership there's a very close link between leadership and customer centricity as leaders in the insurance industry we need to drive the culture of customer centricity within our organizations and that for us starts with hiring the right people making sure that that inspired to serve others making sure that they have the right skills coaching them all the time and of course empowering them giving them authority in their portfolios just to explore the landscape how how does other Africans feel about insurance at the moment are they fairly satisfied with the level of experience they receive I wouldn't say so I don't think that satisfied I think the product we sell is really not tangible so it's the service we're selling to... See more →

Key quotes:

• "They should learn what excellence in their job looks like and why achieving it is good for everyone — the customer, the company, and the employees."
• "When employees have responsibility for their work, the tools to do their jobs well, and a sense of mutual commitment to the team, the company can take its first steps down the path to excellence."
• "In many ways, that’s more dangerous than having nothing because it creates a false sense of comfort and can lead you to dedicate time, effort, and money to a customer service strategy that won’t work."
• "“…any kind of company can use the principles of observation and shared responsibility to create the kind of customer experience that other businesses envy…” Again, this is not novel — it’s the same philosophy you’ll find at all quality-obsessed companies."
• "The point is that any kind of company can use the principles of observation and shared responsibility to create the kind of customer experience that other businesses envy and that will keep your clients coming back for more."

Key quotes:

• "In a recent PwC study of global insurance CEOs, nearly two-thirds (59 percent) believe there are more growth opportunities within the insurance industry than three years ago."
• "Understanding customers, inside and out The two most important steps insurers can take to improve the customer experience, according to a separate PwC survey of global consumers, are greater accessibility and tailoring to customers’ needs."
• "Stories like this brought modern small business owners to life, retired long-held assumptions, and guided the design of new insurance options tailored to meet customers’ needs."
• "As a result, Aviva now leads the market in insurance products and services for small businesses."
• "To motivate these customers to participate, Zurich invited them in as strategic product development advisors in seven global markets."
• "The engagement was designed to be fulfilling and exclusive, a premier extension of the value customers were already receiving from Zurich Global Life."

Key quotes:

• "However, silos in the insurance sector likely include tools and technologies that are not consolidated into a streamlined, end-to-end customer-facing process."
• "For example, many insurance companies deliver separate, fragmented customer experiences across a variety of different touch points, such as: In many cases, the agents and managers at each touch point have different training, goals, and metrics that inform their interaction with the customer."
• "In other situations, the insurance company may not provide the necessary framework for a seamless customer-centric process."
• "One comparison found that “knowledgeable salespeople” is the number one CX factor that policyholders want to see in their insurance company; yet, executives ranked this element near the bottom of their priorities for enhancing customer experience."
• "For instance, clients that suffer a bad experience are likely to not only leave their current insurer, but also to warn friends, family members, and colleagues against purchasing from the agency in question."
• "In order to successfully deliver customer-centric experiences, insurance companies must first change their mindset."

Key quotes:

• "If you’re looking to grow your agency then you need to have a solid marketing strategy."
• "Not only is email marketing a quick and easy way to reach existing and potential clients, but you’ll also get a quick return on your investment."
• "To make matters even easier you can use an email automation tool, like Mailchimp, Constant Contact, or Hubspot."
• "Email marketing is a great strategy for insurance agents because your message can be targeted and personalized for every stage of the buyer journey."
• "Having an email series in place helps to keep your agency top-of-mind with your current clients and opens to door for referral opportunities through email forwarding and social sharing."
• "That’s because content can help you increase your brand awareness and capture more leads."