Though a fair price will always be a major concern for health insurance consumers, their expectations of you, the agent, are growing. That's why you always need to be making customer experience a priority.
You may think you're providing excellent customer service because of the few clients that tell you so. But, you should be asking ALL of your clients. The NPS survey is an excellent way to do this. It will help you identify clients who would be likely to refer you, but more importantly it will identify clients who have some reservations about your service and who need a little extra attention. Fix these problems right away before you end up losing those clients.
It's now more important than ever to provide customer experience both in person and online since more customers are expressing their frustrations on social media. It's vital to be aware of that and react to it immediately.
Hubspot posted this infographic created by Sprinklr that describes what happens when customer experience isn't your priority:
Check out this recorded webinar to learn how you can strengthen your client relationships: