Do Insurance Agencies Recognize The Consumer Has Changed?
All this week we’re discussing our deep, dark fear that insurance agencies could become like Blockbuster. Once a hit movie rental chain, Blockbuster went the way of the dinosaur, because it didn’t adapt to the times. So let us pose a question to you: do insurance agencies recognize the consumer has changed?
“If we lose sight of what’s important to the customer, then guess what? We will lose everything and be Blockbuster at the end of the day.”
Customers want ease
We see this all the time in agencies. We do things that are easy for us, as opposed to what’s easiest for the consumer. This was a huge issue with Blockbuster. You have to drive there, wait in line, and hope that they had your video, all to see that latest movie. It’s an inconvenience especially when compared to the technology today.
The same can be said for our customers. We have to take a hard look at our technologies and processes and determine if things might be inconvenient for the customers. Whether that’s our hours, our technology, whether we use a chat function or not, whether we use text messaging. All of these little things add up and while they might be easier for us, we’re not here to serve us. We’re here to serve them.
We need to think about the consumer
Agencies need to be thinking about the consumer, because it’s not about the agents and staff members. If you don’t like text messaging, that’s your challenge. If you don’t like video proposals, you have to keep trying them until you figure out the right way to get them done. This is important especially in the wake of COVID, which definitely accelerated the process of embracing technology.
So, do insurance agencies recognize the consumer has changed? In order to recognize this change, we need to stop putting our heads in the sand, and stop judging things before we do them. Because if we lose sight of what’s important, then guess what? We will lose everything and be just like Blockbuster at the end of the day.
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