Customers want their issues resolved quickly, whether they're making a policy inquiry, seeking claims assistance or updating their policy. (Credit: Song_about_summer/Adobe Stock)

You pick up the phone. On the other end is a potential new customer. Ask the person why they're ready to switch to your agency, and you'll likely hear, "It's because I wasn't happy with the service my former agent provided." Similarly, as an insurance company, we hear this a lot from insureds who have returned to us from a different carrier.

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Customer Experience