Creating a positive customer experience is more than just making sure consumers receive the products and services they requested in a timely manner. It’s about creating meaningful touchpoints throughout a transaction that help champion your organization and brand and grow your business through customer loyalty. It’s also about minimizing friction so that interactions with an organization bring satisfaction, even “deliver happiness” (to take a page from Tony Hsieh, founder of online shoe and clothing retailer Zappos).
Shaun Sharp, SVP, Customer Solutions & Business Enablement, at Distinguished Programs, along with his team is looking at different areas where the organization can improve and enhance the experience brokers and agents have with them. “We receive daily feedback from our clients and are paying close attention to how we can provide a consistent, reliable, and predictable experience that elevates the relationship we have with them. Providing a low-effort, near-frictionless, user-friendly experience is essential in facilitating transactions. We want to reduce the effort and cost for an agency to achieve their objectives – whether it’s an inquiry, a change request, or a new business submission,” said Shaun. Continue reading