Two Ways to View Insurance

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Tom And Harrys Excellent Adventure

Inside the bustling confines of Café Caffeine, amidst the clinking of cups and the murmur of conversation, sat two friends and insurance agents, Tom and Harry, engaged in a spirited debate. Tom was a stickler for slashing prices, while Harry prided himself on selling the value, not just the steak.

Tom: “Harry, you’ve got to admit, nothing makes the phone ring like screaming, ‘Discounts! Get your discounts here!’ It’s like opening the floodgates.”

Harry, with a mischievous grin: “Oh, Tom, that’s one way to do it. If you’re running a supermarket sweep. Me? I prefer to think of insurance as fine dining, a vule. Why sell fast food when you can offer a gourmet experience?”

Tom: “Gourmet? It’s insurance, Harry, not a Michelin-star restaurant. People want savings, not caviar with their coverage.”

Harry: “Ah, but that’s where you’re missing the true value or flavor, my friend. When I sell a policy, I’m not just offering protection; I’m selling peace of mind and 24/7 concierge. It’s like insurance à la carte. Sure, you might lure them in with discounts, but I keep them coming back with the full-service experience.”

Tom: “Concierge, huh? What do you do, tuck them in at night and read them their policy until they fall asleep?”

Harry, laughing: “Only on request. But think about it. When someone’s life goes sideways, they don’t remember the 10% they saved. They remember the voice on the line or the personal visit, helping them patch their world back together. That’s value, my friend.”

Tom, chuckling: “I suppose next you’ll offer to insure their heartbreak too?”

Harry: “Now there’s an idea! ‘Broken hearts mended here. Terms and conditions apply.’ I’d buy that.”

Tom: “Alright, Harry, you’ve made your point. Value has its… well, value. But if you start offering heartbreak insurance, sign me up. I might finally get over my high school crush.”

Harry: “Deal. But it comes with a premium. After all, the true value is priceless.”

As they shared a laugh, it was clear that while their methods might diverge, their hearts and their humor were in the right place. In the world of insurance, whether you’re selling on price or on value, the real win is in making sure your clients feel protected, appreciated, and, yes, even a little bit entertained.

 

 

Risk and Insurance Trends To Watch in 2024

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In the evolving landscape of business operations and risks, insurance coverage trends are rapidly transforming to address new challenges and opportunities. Businesses today face a multitude of risks, from cyber threats to climate change impacts, necessitating more adaptive and comprehensive insurance solutions.

  1. Cyber Insurance: A Must-Have in the Digital Age

As businesses increasingly rely on digital technologies for operations, the threat of cyber-attacks and data breaches has never been higher. Cyber insurance has emerged as a critical coverage area designed to protect businesses from the financial and reputational damage caused by cyber incidents. This trend reflects a growing recognition of the complexities and costs associated with cyber threats, including ransomware attacks, data theft, and system disruptions.

Cyber insurance policies typically cover a range of expenses, such as investigation costs, data recovery, legal fees, and customer notification expenses. Furthermore, insurers are now offering proactive services, including cybersecurity assessments and incident response planning, to help businesses mitigate risks before they materialize. As cyber threats evolve, the demand for robust cyber insurance coverage is expected to grow, making it an indispensable part of business risk management strategies.

  1. Business Interruption Insurance: Adapting to New Realities

The COVID-19 pandemic highlighted the vulnerability of businesses to external disruptions, leading to a surge in interest in Business Interruption (BI) insurance. This coverage trend is evolving to address not only traditional risks, such as fire or natural disasters, but also pandemics, supply chain disruptions, and regulatory changes. BI insurance is increasingly viewed as essential for ensuring business continuity and financial stability in the face of unforeseen events.

Insurers are adapting their offerings to include coverage for a broader range of interruption scenarios, with some policies extending to cover losses incurred from remote work setups or digital infrastructure failures. As businesses navigate a world where disruptions can come from any direction, BI insurance is becoming more flexible and comprehensive, reflecting the changing nature of risk.

  1. Environmental and Climate Risk Insurance: A Growing Imperative

Environmental and climate risk insurance is gaining traction with climate change posing a significant threat to business operations and assets. This coverage trend extends beyond traditional environmental liability policies to include insurance products that address the direct and indirect impacts of climate change, such as extreme weather events, resource scarcity, and transition risks associated with moving towards a low-carbon economy.

Insurance products in this category are designed to help businesses manage the financial risks associated with environmental compliance, clean-up responsibilities, and the physical damages caused by climate-related events. Moreover, insurers are developing innovative solutions to support businesses in achieving sustainability goals, including incentives for adopting renewable energy and energy-efficient practices. As awareness of climate-related risks grows, environmental and climate risk insurance is set to play a crucial role in business resilience and sustainability efforts.

The trends in business insurance coverage reflect a dynamic and responsive industry that is adapting to meet the needs of modern businesses facing an array of complex risks. From cyber insurance to business interruption and environmental risk coverage, these trends underscore the importance of proactive and comprehensive risk management strategies. As businesses continue to navigate a rapidly changing world, staying informed about insurance coverage trends will be key to ensuring long-term security and success.

How Insurance Agents Can Foster Long-Term Relationships with Clients

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In the dynamic and competitive landscape of the insurance industry, cultivating long-term relationships with clients is essential for sustainable success. Beyond just selling policies, insurance agents serve as trusted advisors, guiding clients through life’s uncertainties and helping them protect what matters most. By focusing on building strong and enduring relationships, insurance agents can not only retain clients but also foster loyalty, referrals, and business growth. Here are some strategies for insurance agents to create lasting connections with their clients:

  1. Listen and Understand

Effective communication begins with active listening and a genuine desire to understand clients’ needs, concerns, and goals. Insurance agents should take the time to ask probing questions, listen attentively to clients’ responses, and empathize with their unique situations. By demonstrating empathy and understanding, agents can build rapport and establish trust, laying the foundation for a long-lasting relationship built on mutual respect.

  1. Provide Personalized Solutions

No two clients are alike, and their insurance needs may vary based on factors such as life stage, financial situation, and risk tolerance. Instead of offering cookie-cutter solutions, insurance agents should tailor their recommendations to meet each client’s specific needs and preferences. Whether it’s customizing coverage options, bundling policies for cost savings, or offering risk management advice, providing personalized solutions demonstrates a commitment to client-centric service and fosters loyalty over time.

  1. Offer Proactive Service

Great service doesn’t end once the policy is sold—it’s an ongoing commitment to client satisfaction and peace of mind. Insurance agents should proactively reach out to clients at regular intervals to review their coverage, assess any changes in their circumstances, and address emerging needs or concerns. Whether it’s a policy renewal reminder, a claims assistance offer, or a policy update, proactive communication shows clients that their agent is looking out for their best interests and reinforces the value of the relationship.

  1. Be Accessible and Responsive

In today’s fast-paced world, clients expect timely and responsive service from their insurance agents. Agents should be readily accessible via phone, email, or in-person meetings and promptly respond to client inquiries, requests, and concerns. By being approachable and responsive, agents demonstrate their commitment to client satisfaction and reinforce their role as trusted advisors in times of need.

  1. Educate and Empower

Insurance can be complex and intimidating for many clients, but knowledgeable agents can demystify the process and empower clients to make informed decisions about their coverage. Agents should take the time to educate clients about insurance concepts, policy options, and coverage implications in clear and simple terms. By empowering clients with knowledge and insights, agents can build confidence, strengthen relationships, and foster a sense of partnership in navigating life’s uncertainties together.

  1. Show Appreciation

A little gratitude goes a long way in nurturing long-term relationships with clients. Insurance agents should express appreciation for their clients’ trust, loyalty, and referrals through personalized gestures such as thank-you notes, birthday greetings, or small tokens of appreciation. By showing genuine gratitude and recognition, agents acknowledge the value of their clients and deepen the emotional connection that underpins lasting relationships.

Building long-term relationships with clients is the cornerstone of success for insurance agents in today’s competitive market. By listening and understanding, providing personalized solutions, offering proactive service, being accessible and responsive, educating and empowering, and showing appreciation, agents can create meaningful connections that stand the test of time. By prioritizing relationship-building efforts, insurance agents can not only retain clients but also inspire loyalty, referrals, and business growth for years to come.

The Crucial Need for Stand-alone Cyber Insurance Policies for Small Businesses

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In the digital age, the threat of cyberattacks on small businesses is not just a possibility, it’s an alarming reality. Cybercriminals are becoming increasingly sophisticated, leveraging complex tactics to exploit vulnerabilities in small business networks. This emerging threat landscape necessitates a reevaluation of how small businesses approach cyber insurance. Many small businesses currently rely on cyber coverage that is merely an extension or an endorsement of other insurance policies. However, this approach is proving to be grossly inadequate in the face of evolving cyber threats.

The need for stand-alone cyber policies becomes apparent when we delve into recent statistics and claim reports. A striking 54% of all cyber claims are categorized as either Funds Transfer Fraud (FTF) or some form of Business Email Compromise (BEC). These types of cybercrimes have shown to be particularly devastating for small businesses, which often lack the robust security infrastructure of larger corporations.

The financial implications of these attacks are staggering. In 2022, the average initial amount lost in Funds Transfer Fraud cases, before any recoveries, was approximately $309,000. This figure is far beyond what most small businesses can bear without severe financial consequences. Such a significant financial loss can cripple a small business, leading to long-term operational disruptions, loss of customer trust, and in severe cases, closure of the business.

Stand-alone cyber insurance policies are designed to address these specific risks. Unlike add-ons or endorsements in general business policies, stand-alone cyber insurance offers more comprehensive coverage. These policies are tailored to protect against a range of cyber threats, including data breaches, ransomware attacks, business email compromise, and funds transfer fraud. They also often provide access to critical post-incident services, such as IT forensics, public relations support, and legal advice, which are essential in mitigating the impact of a cyber incident.

Moreover, stand-alone cyber policies typically offer higher coverage limits compared to packaged endorsements. This is crucial given the high costs associated with cyber incidents, including legal fees, ransom payments, data recovery expenses, and compensations for affected customers. For small businesses, these policies provide a safety net, ensuring that a single cyber incident does not escalate into a financial catastrophe.

It’s also important for small business owners to understand that cyber insurance is not just about financial compensation. These policies often come with resources to help prevent cyber incidents in the first place. Insurers may offer risk assessment tools, employee training modules on cyber hygiene, and updates on emerging cyber threats, helping businesses to stay one step ahead of cyber criminals.

The increasing sophistication and frequency of cyberattacks against small businesses underscore the inadequacy of relying solely on cyber coverage as part of a general business insurance policy. Stand-alone cyber insurance policies provide a more robust and comprehensive solution. They not only offer better financial protection against cyber threats but also equip businesses with the tools and resources necessary to prevent and respond to cyber incidents effectively. For small business owners, investing in a stand-alone cyber policy is not just a prudent financial decision; it’s a critical safeguard for the future of their business in an increasingly digital world.

 

Navigating Insurance, A Year In Review 2023

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The insurance industry saw significant changes in 2023 due to technological advancements, regulatory shifts, and economic uncertainties. Let’s examine the major concerns for individuals and businesses within this evolving insurance landscape, emphasizing the need for strategic planning and informed decision-making.

Top Insurance Issues In 2023

Cybersecurity Threats: With the digital age intensifying, families and businesses face increased risks of cyber-attacks and identity theft. Comprehensive insurance policies covering identity theft, data breaches, and ransomware attacks are in high demand.

Supply Chain Disruptions: Ongoing global supply chain issues necessitate insurance solutions to mitigate risks related to operational delays and disruptions.

Rate Increases: The insurance industry is witnessing substantial rate increases across various policy types, challenging individuals, and businesses to find a balance between comprehensive coverage and budget constraints.

Inflation Impact: Inflation affects both insurance premium costs and coverage adequacy. The cost of medical expenses, car repairs, and construction costs has impacted insurers profitability. Everyone is concerned about maintaining sufficient protection as claim costs and operational expenses rise.

Regulatory Changes: Adapting to regulatory changes in different jurisdictions is crucial. Businesses seek insurance that protects against potential legal and regulatory liabilities. Families need to be educated on how building codes may impact rebuilding after a loss.

Insurers Limiting Coverage: Insurers are becoming more selective, often limiting coverage in many areas. This trend prompts everyone to reevaluate their risk management strategies and seek alternative insurance and even none insurance solutions.

Employee Health and Safety: The focus on employee health, including mental well-being, remains a priority. Companies are looking for insurance options that provide extensive coverage for employee health issues.

Actions for 2024

As we prepare for 2024, it’s crucial to take proactive steps in managing personal and business insurance needs:

Reviewing Coverage: Regularly review your insurance policies to ensure they align with your current risk profile and needs. Adjustments may be necessary to address new risks or changes in your business operations.

Assessing Limits: Evaluate the limits of your current insurance coverage. With the impact of inflation and changing risk landscapes, it might be necessary to increase these limits to ensure adequate protection.

Working with Your Insurance Agent: Collaborate closely with your insurance agent or broker. Their expertise can provide valuable insights into market trends, new insurance products, and strategies to optimize your coverage in light of emerging risks and industry changes.

Exploring Alternative Solutions: In response to insurers limiting coverage, consider exploring alternative risk transfer solutions, increasing deductibles, and even reviewing coverage to determine if you need especially coverage.

Emphasizing Risk Management: Enhance your internal risk management practices. Effective risk management can not only reduce your insurance costs but also improve your organization’s overall resilience.

Staying Informed: Keep abreast of industry trends, regulatory changes, and economic factors that could impact your insurance needs. Staying informed enables you to anticipate changes and adapt your insurance strategy accordingly.

Navigating the insurance landscape in 2024 and beyond requires a multifaceted approach for us all. By proactively reviewing coverage, assessing limits, working closely with insurance professionals, and staying informed, individuals and businesses can effectively manage their insurance needs in the face of evolving challenges and opportunities. Preparing for 2024 involves not just adapting to current trends but also anticipating future developments in the insurance sector.

Auto Insurance Troubles in 2024

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In December 2023, the United States witnessed a remarkable surge in motor vehicle insurance premiums, marking the most substantial increase since the mid-1970s. According to government data, these premiums escalated by a notable 20.3% compared to the same period in the previous year. This rise in insurance costs has emerged as a significant element in the broader inflationary trend, contributing to a 3.4% year-over-year increase in the Consumer Price Index (CPI) for December, as reported by the Labor Department.

The increase exceeded the projections of economists polled by Reuters, who had anticipated a 3.2% rise, and surpassed November’s 3.1% increase. While high shelter costs continue to play a major role in overall inflation, the unprecedented hike in car insurance rates stands out as a key driver. This surge in insurance premiums has been consistent throughout the year, with a 1.5% monthly increase in the last month alone, paralleling the average monthly rise over the past year.

Tom Simons, a U.S. economist at Jefferies, points out the uniqueness of the motor vehicle insurance (MVI) component in the CPI. He notes the lack of immediate signs of relief from these high rates. Several factors contribute to this trend, including increased costs for labor and vehicle parts, higher vehicle prices, declining demand from reinsurers, and risks associated with natural disasters.

Auto insurance, typically subject to state-level regulation and exhibiting significant regional cost variations, has rarely been a dominant factor in overall inflation. However, in the final quarter of 2023, it accounted for 15% of the headline price increases, marking a significant shift.

The White House has responded to this situation, with National Economic Council Director Lael Brainard emphasizing the need for independent agencies to focus on combating unfair and deceptive pricing practices. This response indicates a potential increase in regulatory scrutiny in the insurance sector.

While the impact of rising insurance costs on the overall inflation trajectory and the Federal Reserve’s monetary policy remains uncertain, Simons suggests that it might not be substantial enough to influence monetary policy decisions significantly. However, he also admits the difficulty in forecasting the future trend of these insurance costs.

The dramatic rise in motor vehicle insurance premiums in the U.S. has become an unexpected and influential factor in the nation’s economic scenario, particularly in the context of inflation. This development presents new challenges for both policymakers and economic analysts.

Three Key Action To Improve Your Personal Insurance In 2024

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In 2024, as in any year, managing your home and auto insurance effectively is crucial for financial security and peace of mind. Here are three key actions individuals should take to ensure they are optimally covered:

  1. Regularly Review and Update Policies

Why It’s Important:

Adapting to Changes: Life circumstances change—like buying a new car, renovating a home, or even changes in local laws—that can affect insurance needs.

Cost-Efficiency: Regular reviews can help you find better rates or discounts you might now qualify for and consider cost-shifting of dollars within your current insurance program to develop a stronger risk response if your budget for coverage is already reached its maximum.  Please only do so with the guidance of your agent so that all changes are fully understood, and risk assumptions are managed.

How to Do It:

Annual Check-ups: Set a yearly reminder to review your policies.

Consult with Professionals: Seek advice from insurance agents to understand changes in the market and how they impact your coverage.

  1. Increase Your Understanding of Insurance Terms and Coverage

Why It’s Important:

Avoiding Underinsurance: Lack of understanding can lead to inadequate coverage, leaving you vulnerable in the event of an accident or home damage.

Making Informed Decisions: Knowing what you’re buying helps in choosing the right coverage for your needs.

How to Do It:

Educational Resources: Utilize resources provided by insurance companies, or independent educational websites.

Ask Questions: Don’t hesitate to ask your insurance provider to clarify terms or coverage details.

  1. Explore Discounts and Bundling Options

Why It’s Important:

Cost Savings: Many insurers offer discounts for things like multiple policies, safe driving, or home security upgrades.

Convenience: Bundling home and auto insurance can simplify your financial management and often leads to discounts.

How to Do It:

Research: Have your agent look into various insurers to see what discounts they offer.

Negotiate: Don’t be afraid to negotiate with your current provider for better rates, especially if you have a good history with them.

Managing your home and auto insurance is an ongoing process. By staying informed, reviewing your policies regularly, and exploring all available options, you can ensure that you have adequate coverage without overspending. Remember, the best insurance policy is one that is tailored to your specific needs and circumstances.

Three Ways a Business Can Reduce Liability and Risk

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In today’s complex business environment, managing liability and risk is more critical than ever. Whether you’re running a small startup or a large corporation, a proactive approach to risk management can not only safeguard your assets but also enhance your business’s overall resilience. Here are three effective ways to reduce liability and risk in your business:

  1. Implement Comprehensive Training Programs

Why It’s Essential:

Reduces Human Error: A significant portion of business risks stem from employee mistakes. Well-trained employees are less likely to make errors that could lead to liability issues.

Promotes a Culture of Safety: Regular training fosters a workplace culture that prioritizes safety and compliance, thereby reducing the likelihood of accidents and legal issues.

How to Do It:

Regular Training Sessions: Conduct training sessions that focus on workplace safety, legal compliance, and best practices specific to your industry.

Continuous Learning: Keep training programs up-to-date with the latest regulations and industry standards.

Many carriers offer Loss Control services that are not just about identifying risks they are concerned about but give access to extensive libraries of safety training information and programs designed to assist policyholders with better proactive loss control and training.  Contact your agent to find out more about what your insurance carrier may offer.

  1. Invest in Adequate Insurance Coverage

Why It’s Important:

Financial Protection: Insurance is a critical tool for mitigating financial risks arising from lawsuits, accidents, or unforeseen events.

Compliance with Laws: Certain types of insurance, like workers’ compensation, may be legally required, depending on your location and industry.

How to Do It:

Risk Assessment: Conduct a thorough risk assessment to identify potential liabilities specific to your business.

Customize Insurance Plans: Work with insurance professionals to tailor insurance coverage to your business’s unique needs. Cost shifting of dollars within your current insurance program can develop a stronger risk response if your budget for coverage is already reached its maximum.  Please only do so with the guidance of your agent so that all changes are fully understood and risk assumptions are managed.

  1. Develop and Enforce Strong Policies and Procedures

Why It’s Crucial:

Prevents Misconduct: Clear policies and procedures help in preventing unethical behavior or business practices that could lead to legal troubles.

Standardizes Operations: Well-defined procedures ensure consistency in operations, reducing the risk of accidents and errors.

How to Do It:

Document Policies: Clearly document all company policies, including those related to employee conduct, safety protocols, and customer interactions.

Regular Reviews and Updates: Continually review and update these policies to adapt to new laws, technologies, and business changes.

Reducing liability and risk is not a one-time effort but an ongoing process that requires diligence, foresight, and adaptability. By investing in comprehensive training, securing adequate insurance coverage, and developing strong internal policies, businesses can create a more secure and stable environment. This proactive approach not only protects the company’s assets but also contributes to its long-term success and reputation. Remember, in the world of business, being prepared is always better than being caught off guard.

The Problems Many Businesses Have With Their Agents

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I talk to people regularly who tell me that they are not happy with their agent.  I hear statements like, “My agent does not understand my business”, “My insurance program is not matched to my business”, or “My agent always tries to sell me more insurance.”  These are common issues in the business community. I have found that the key issue with most of these concerns has less to do with the agent, and more to do with how the customer goes about selecting the agent.  What?–How can that be true?

Most agents are just trying to sell insurance and move on to the next account.  They are not bad people, but they have been trained to sell.  Our agents are different; first and foremost, we are trained to serve.

Too often customers go about selecting their agent through bidding out their insurance and then selecting the lowest bidder.

Here is a great quote form the movie Armageddon, when the team of oil drillers are sitting in the space shuttle ready to lift off, and having second thoughts.  “You realize we’re sitting on 45,000 pounds of fuel, one nuclear warhead and a thing that has 270,000 moving parts built by the lowest bidder?  Makes you feel good doesn’t it?” Rockhound played by Owen Wilson.

My contention is that the process by which clients select their agent is flawed, and there is a better way.  By only looking at the lowest price, you are missing the most important part of the process; getting the best possible combination, of coverage, risk management, customer service, and price designed for your specific business.

If buyers were to select agents on something other than price, they would be much happier.  Here is what to look for in an agent:

  • A good agent will have access to many markets, making price consistent between most agents.
  • Staff experience.
  • Special training and credentials.
  • Have conversations with prospective agents. Simply asking questions does not mean you have to work with them.  This is a chance for you to get a feel for how they work and if you feel comfortable with them.
  • A good agent needs a high emotional IQ. This includes the ability to listen and empathize with clients on a deeper level in order to discern what they really want and need.

 

Now go win the day!

Can You Improve Your Customer Service?

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As we move to the end of 2023, it would be good to identify ways agents and other businesses might improve their customer service. No matter how good they are at treating their clients like kings, any company may use these pointers to keep getting better:

Allow your team some leeway: Customers detest being kept on wait or instructed to “check with my supervisor” when they are seeking a resolution to a possible complaint or issue. Give your delegates a toolkit of instant use so they can handle situations without having to escalate to a higher level.

Personalize, customizing any response to your consumers is one of the easiest (and least expensive) methods to truly make them feel valued. This could be as easy as changing your email platform or e-blasts to include the customer’s name (if that information is available). It could also entail including a component in your phone bank training that encourages customer service representatives to ask for and repeat the customer’s name throughout the conversation, as well as to thank them by name at the end.

Make the most of technology: Automation services and business technology are always evolving and getting better. But one area where companies might be falling short is in the integration of technology. How many times have you tried to fix a problem while on hold only to be informed, “I can’t see other parts of your account,” or “I don’t have access to that information”? Look at ways to combine team member access to all technological platforms and data to expedite response times and improve customer service efficiency. This will help you prevent needless delays.

Acknowledge excellent service: While improving external, customer-facing service is crucial, it’s also necessary to practice internal customer service and give credit to team members that go above and beyond. Use this opportunity to establish an internal recognition program for staff members who have been recognized for providing exceptional external service, if you don’t already have one in place. Simple actions like a public thank you, internal email, or intranet posting can make a big difference. Specific recognitions like extra paid time off, gift cards, or other company benefits can also be very beneficial. For those who dedicate their days to serving external audiences, an internal “thank you” from the boss is greatly appreciated!

Always ask for feedback: Always ask your customers “How are we doing?” even if you don’t always like their responses. – An email customer service survey or a straightforward feedback form at the conclusion of an online chat might offer insightful information about what is and isn’t functioning properly in your system. Customer feedback also conveys to your clients your sincere concern for their experience and gives them a sense of involvement in the process.

Find additional channels by which your clients can contact you: For many years, the most popular methods of reaching out to and communicating with customers were call centers and email addresses. Technology is always changing, as is the way people use it to communicate. Speak with your customer care representatives to find out if customers are asking for other methods of resolving problems; furthermore, take a peek at what your rivals are doing. Is it possible to add a new channel to your website, such a chat feature? What about a WhatsApp or messaging feature? Passive outreach tactics such as these could prove to be more effective than phone calls, particularly when working with clients that are spread across different geographies and time zones.