Lots of money, effort and time go into acquiring property & casualty insurance customers, but not nearly enough thought goes into keeping them coming back.
Sure, there's the occasional offer or birthday card. All too frequently, we don't pay attention unless they're unhappy or turn up missing. We may even push them away, when we regard the obligations related to their policies or contracts as being out of favor. Then, we have something we want to sell, we get busy and we try to get them back.
|Why customers leave
Such business behavior has unintended consequences. The cable companies are an example. Customers have learned to complain and threaten to leave unless they are given concessions. And how do you feel when a company unleashes the sweet talk after they haven't heard from you? This is when you say, “Why didn't you take care of me before I left?”
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