At April Schaffroth's Farmers Insurance Agency;
we promise you will LOVE the customer service from our agency because our
agency LOVES our customers!
Along with our competitive rates; we offer a
Professional (& pretty) staff, Hot Coffee, Friendly Annual Reviews,
Balloons/Gift Baskets and so much more. As the Insurance Dialogue states
on new the focus of Insurance Industry:
The Insurance Industry Adapts
to the New Age of Customer Experience
As featured in the American
Bankers and Insurance Association September Newsletter
The insurance industry has discovered in today's
multi-tasking, multi-device world, customers want to resolve their issues on the
go, via their mobile or tablet device, and in between text messages. As a
result, this industry has evolved its business models to ensure a high-touch,
interactive and engaging customer experience.
Consumer Research
An increasing number of consumers are using
social media to research their buying decision and insurance is no different.
When deciding what insurance carrier to go with, what policy is best, and
whether to purchase through a broker or an agency, consumers will turn to the
internet and social media channels to do their research. They will leverage
complaint forums, consumer review sites, read blog posts, and most importantly
ask for recommendations from their Facebook friends. At the end of the day,
consumers trust peer recommendations more than they trust advertisements. Purchasing Process
Traditionally, brokers and agents market to a
defined geographic territory around their brick and mortar office because
consumers preferred buying insurance from someone they knew and trusted. Well, thanks to social media, agents and brokers
have expanded their target market by building relationships with
consumers online. Many of these relationships have been created through peer
recommendations via social networks. When a consumer is in the market for insurance,
the first thing they do is research the carrier online by reading reviews or
asking their social network. Next they will fill out a couple quotes.
Lesson Learned
Make sure your website is "socially
enabled" with the ability to share, re-tweet, post, or email links to a
friend. This is because if friends and family are aware that you're in the
market for insurance and they have used your firm in the past, the likelihood
of them sharing will be high. Lastly, include all social media
addresses on business cards and email signatures; don't assume e-mail is for
everyone! Service
Every moment of hold time, hunt and search time and frustration will put customer loyalty to the test. Today's smartphone
customers expect on-demand access to phone, web, apps, social media and video.
Social Media
· Let policyholders know
about catastrophic events or weather approaching, while directing them to help
services
· Create and share holiday
cards with social media contacts
· Create boards for each
line of business on Pinterest, then pin pictures and articles about the topic,
such as tips on taking care of a boat, great places for motorcycle rides
· Hosting a live Twitter
chats to answer insurance related questions
· When customers are
shopping for a car, provide them with crash test ratings and vehicle recall info
or allowing them to compare insurance costs by scanning 2 or more VINs
· Change life
beneficiaries
· Provide an accident
guide checklist
Give April Schaffroth's Agency a call today at 602-297-5155 to review your coverages!
www.insuranceinaz.com
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