Consider the area of “customer experience” more strongly and more deeply than you have before, keeping in mind that the perspective of your agents is completely different from the perspective of your policyholders. What are some things that that would make a good difference for them in doing business together or in their perception? What are some ways that you could provide them with more value in your insurance partnerships? How can your team cause better performance for the company and become more solid for the long-term interests of policyholders?
Ask your team what they think, and especially ask your staff members who handle the actual work day in and day out. Here is a simple tool that works well, assuming that it’s filled out separately by each of your key stakeholders both internally and externally. Be sure to get input from a sampling of agent customers and policyholder customers…
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