A lot of people make resolutions to become more fit in the New Year. Fitness doesn’t
just apply to your how you take care of your body, but also how you take care of your
customers. Make a resolution this year to shape up your customer service strategy with
some fresh ideas.
One way to boost to your customer service strategy is by embracing technology and
tools. According to www.thinkadvisor.com while an overwhelming majority of
organizations claim that digital transformation of their customer experience is a strategic
priority, over half (51%)1 fail to act.
Make a resolution this year to implement at least three new technology-based customer
care strategies. This might be a simple as using social media more often to keep in
touch with clients or simplifying the life insurance decision for clients with online tools.
North American Company for Life and Health Insurance continues to introduce new
tools to help you work with current and prospective clients. Embrace those
enhancements to improve the customer’s experience.
Take Advantage of ‘Fresh Starts’
On ThinkAdvisor.com, John Graham2 points out that while birthdays, anniversaries, a
new baby or new job are well-known “buying occasions,” there are many other times
when clients may be inclined to make new commitments like buying life insurance. He
points out that in one study, researchers found that college students were more likely to
visit the fitness center at the start of a new week, a new semester or just after a
birthday. These are called “fresh start events.” Graham adds that receiving a bonus,
getting a promotion, coming back from vacation, attending a workshop, among others,
can make us more open to going in a new direction. Take advantage of “fresh starts.”
For example, use an upcoming birthday as a good time to meet with a prospect. Look
for other “fresh starts” in your client’s lives to give you the opportunity to connect. As
Graham concludes, “It’s not when you and I want to make the sale, it’s when the
customer is ready.”
Be a Resource
Life insurance is probably not at the forefront of your clients minds on a daily basis.
They are probably not up on industry changes. You can be a resource and an educator
by keeping them informed of changes within the industry and how the changes may
impact their personal environment. For example, will economic changes impact their life
insurance needs? Are there opportunities to create a strategy that is a better fit for their
financial needs? Explore opportunities to hold informational client meetings to help
answer these and other questions that can get your customers thinking about their
needs and how YOU can help meet them in 2018.
Take some time to think about other ways you can make your customer service better in
2018. Commit to a customer service fitness strategy that lasts throughout the year.
1. Source: Dimension Data 2017 Global Customer Experience Benchmarking Report referenced by Joe Manuele, Group Executive, Customer Experience and Workplace Productivity, and Rob Allman, Group Senior Vice President, Customer Experience and Collaboration, share their thoughts on the top customer experience trends to watch in the year ahead.
2. Source: John Graham of GrahamComm, marketing and sales strategy consultant and creator of “Magnet Marketing.”
Guest columnist for www. ThinkAdvisor.com, January 1, 2018.
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