Did you know that the average business only hears from 4% of its dissatisfied customers? 1
Dedicating yourself to gathering, organizing, and sharing customer feedback can play an important role in helping you reach your goals as an agent – and better understand the needs of your clients. Here’s how:
#1 Feedback influences your approach
Listening to your customers shows that you care about them and the interactions they have with you beyond the bottom line.
Using customers’ feedback assesses where you need to improve as an agent and provides insight into what experiences your customers’ desire when reaching out to you and your agency.
Customers aren’t always inclined to make it plain as to what they expect from you, so focus on their attitudes towards certain questions, and identify patterns in the responses you receive. When discussing travel insurance look for things like:
- Common problems or questions such as how to file a claims forms, or when to expect payment.
- Misunderstandings in benefits like the difference between travel delays and travel interruptions, or what is considered a covered reason.
- The need for technology that can improve the communication process pre and post trip.
#2 It can refine an understanding of your primary customers
Using customer feedback when offering travel insurance can help you as an agent understand your customers and their specific needs.
If you often plan vacations for families; gathering feedback from parents such as testimonials, primary reasons for using travel insurance, or even negative experiences can help you understand what encourages them to purchase travel insurance.
For example, you may find that when discussing benefits with families it’s important to highlight the baggage protection and potential free coverage of children under 17 given the number of bags and small children traveling with them.
#3 Expand upon your training and development
Asking your customers for feedback helps you to continuously evolve as an agent. By understanding where you can further develop and what you can do enhance your customers’ experience, you can take your agencies reputation above and beyond.
When assessing feedback look for areas where you are excelling and plan how you can continue to do more. If you notice areas that need improvement, for example in using social media to promote travel insurance, take courses or request resources that can help you develop as an agent.
Developing a feedback loop that uses real data to improve your daily interactions with your clients can give you the added advantage you need as an agent to provide your customers with the experiences they desire time after time.
1 – Help Scout Blog