We have been talking about how we can improve customer service in the insurance industry. As we continue our journey, it is important to understand how the “changing times” can impact your ability to provide the best customer service possible. Selling insurance should be focused on agent qualifications, services, and knowledge. Remember, it is to your benefit, as well as the customer’s, to view insurance as a service not a commodity.

If you are providing a service, you need to know and understand your market and how best to provide your services to that market.  In order for you to have the greatest impact, you need to consider the following strategies.

Best Practices Marketing Strategies

  • Make your web page mobile friendly. Over 60 % of internet searches are from mobile devices. Desktop computers are dying; the future is mobile. As customers hop between the different devices with ease, they see the interactions they have across these channels as one continuous conversation.
  • Find a good balance between self-service and personalized support. Some people may want to pay bills online, but you will always want to have qualified professionals ready to help people when they need it. Offer many channels of communication for your clients. For example, Skype is a great way to connect with the younger generation.
  • If your customers are asking for service, it may be too late. Have a plan to reach out to your customers on a regular basis. This could be through social media, newsletters, direct contact, or a combination of all.
  • Realize you’ll be fact-checked. Customers are becoming more knowledgeable about their insurance. They will double check your facts.