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Experience

Build a relationship with your clients throughout the year


Let the relationship building continue as you become a trusted resource for valuable information and community support. To do this, its important to create an experience based on your clients' preferred communication outlets. By leveraging your agency management system, creating a communication strategy and being easily accessible when your client needs you most your clients will become champions of your agency.


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1. Mobile account management

Clients will expect access to policy forms with 24/7 availability. In addition, payment features, ID cards, household inventory and claims reporting should be easy and mobile-friendly. Ensure your website is mobile-friendly (LINK TO DISCOVER) and implement self-servicing features for clients. Consider text message alerts for important updates. 

Account management tools:

   
 2. Communication preferences

Some clients may like text messages for non-policy-change discussions and others may want email or phone call. Determine client communication preferences from the start of the relationship and leverage your agency management system to distribute content and alerts how your client wants it. 

     Management systems: 
      
  

3. Robust web content 

Share insurance and risk management related tips with clients on your website and social media outlets. Target the content to the clients you want and utilize a mix of delivery methods including blogs and listicles, podcasts, video, web chats and more. It doesnt have to be overwhelming and contributors can include staff, carriers and Trusted Choice has a wealth of customizable content.  Once created, content can be sliced, diced and shared repeatedly when relevant. Craft an email newsletter and build a social media following to remind clients of the wealth resources available. 

 

Build an informative website:


Want a personalized review of your website? 
Trusted Choice can help!

 
4. Be proactive when life changes 

 
Implement a plan to nurture your client relationships. Recognize life changes including birthdays and anniversaries. Illustrate you understand your clients needs by sending timely storm safety tips or a note when a teen becomes a licensed driver. Consistent touches throughout the year will solidify your relationship and open the door for inquiries when life changes are top-of-mind. 
       

Communication and marketing tools:

5. Value-added, community building, services 

 
In addition to building a robust website strategy, there are other ways to create value for your clients. Host shredding events, sponsor defensive driving course and highlight your community involvement online and in your agency. Advise customers of services available to them at no additional charge via agency newsletters, blog, website, social media, texting, etc.  This is an excellent way to highlight agency advocacy and commitment in the community.  Another great value for commercial lines customers is risk management and/or safety consulting. 
          

Community builders: 
 

 

6. Create a positive claims experience

During the claims process, clients will need clear process and after-hours options for reporting. Clients will want to be briefed on what to expect from the claim process and what they will need to submit. Follow-up with a phone call or email form on the agencys claim status. 

 
If the problems occur, the agent acts on client's behalf to resolve the issue. If the clients claim is denied, the agent will help the client understand why and identify next steps. Agencies should consider implementing a claims communication plan which might include a personal acknowledgment (by phone, email or note card) of each claim and afterclaim service report cards to solicit feedback on the claims experience.

 Resources: 


Six Steps of the Customer Experience Lifecycle

Click each diamond to explore each step of the lifecycle


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​127 South Peyton Street
Alexandria VA 22314
​phone: 800.221.7917
fax: 703.683.7556
email: info@iiaba.net

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