According to McKinsey, 80% of shoppers use a digital channel at some point during the insurance buying process. (Photo: iStock) According to McKinsey, 80% of shoppers use a digital channel at some point during the insurance buying process. (Photo: iStock)

How often do you take your clients' feedback into account? You probably respond immediately to any requests they have about their policies. But are you as quick to make adjustments to your agency operations if they comment on the service?

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