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There is no doubt in my mind, poor customer experience is destroying our competitive advantage.
For over a century, independent agents have prided themselves on quality customer service as the hallmark of their value proposition. I’m worried we’ve become complacent and no longer deliver on that value promise.
At TrustedChoice.com we record every phone made by insurance consumers to our Advantage Subscribers.
Unfortunately, listening to these calls has started to make me depressed. It often feels like the individuals answering the phone are purposely working to NOT write the business.
It’s a problem.
In this episode of Agency Nation Radio, Marty and I discuss the scourge of poor customer experience and why it’s destroying the independent agent’s competitive advantage.
We also discuss why it may time for independent agency owners to reconsider how they hire producers, as well as finish our discussion on the McKinsey & Company, Agency of the Future report.
It’s a big episode.
Here is the link to McKinsey & Company’s report: Agency of the Future.
Here is the link to David O’Bryan’s great article on hiring digital marketing professional: The Job Posting Your Independent Agent Needs Now (Right Now).