Bill Clinton's 1992 presidential campaign to unseat then-current president George H. W. Bush used the rallying cry of, “It's the economy, stupid.” Although meant as a focus for the campaign staff, the public became aware of the phrase and has paraphrased it hundreds of times for all sorts of causes.
In writing about technology for independent agents, I have warned on many occasions that it's not about the technology, it's about the business or customer. In this case, though, it is about the technology.
According to the results of a recent survey from Velocify, customer service features, such as online quote requests, have created a disconnect between the technology employed to provide the service and the person-to-person followup needed to make it effective.
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