Appx Customer Experience

A superlative customer experience is the key to becoming ridiculously amazing.  Whatever stage a customer is in – prospective, active or former – the smallest interaction shapes their experience and perceptions. In insurance, all too often, the focus on price, but there’s an old retail adage: “Customers remember the service a lot longer than they remember the price.”

AppX Customer Experience is a 12-month training program designed to help your teams earn raving fans through superlative customer service.  We assess teams, processes, and procedures and we conduct Secret Shopper calls to set target goals and measure team performance improvements. Each month, we launch a new objective with you and your team. The monthly objective focuses on a key aspect of the customer experience based on concrete, real-world agency scenarios. We schedule bi-weekly video conference meetings and quarterly on-site visits/meetings, and provide unlimited access to a variety of tools

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  • Scripts
  • Role Playing
  • Worksheet
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  • Bi-weekly video conference meetings
  • Workbook
  • Plan of Attack
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  • Bi-weekly results metrics
  • Secret Shopper calls

Monthly Customer Experience objectives

  • Month 1: Brand and marketing
  • Month 2: New business process
  • Month 3: New business issuance, onboarding
  • Month 4: Inbound calls: handling claims and billing, phone greeting, building rapport
  • Month 5: Inbound calls: Endorsements and certificate requests; also, external requests from banks and dealerships
  • Month 6: Inbound calls: Account review pivot to cross-selling and upselling
  • Month 7: Referral program
  • Month 8: Renewal call: Account Review
  • Month 9: Handling rate increases
  • Month 10: Cancellation requests (retention techniques; setting up for next year, next year’s process)
  • Month 11: Systems
  • Month 12: Solving problems and handling difficult customers


Learn more about our AppX Customer Experience and how it has transformed agencies just like you. If you are concerned about team buy in, leave it to us. We are experts on rallying the troops and getting everyone on board.