Our client, a major insurance company with a traditional agency model, had been battling for survival against web-based competitors for a decade, and it desperately needed to strengthen its customer retention by delivering a superior customer experience.
Our insurance client engaged us to transform its agent network into a value-driving differentiator. Focusing on district managers (DMs) in select regions, we coached them in behavior change that shifted their role with agents from transactional and compliance-driven to consultative, strategic partners.
After agents experienced the rewards of co-creating sales solutions with their DMs, they replicated that behavior with customers.
DMs selected “focus agents” as the target of missions between each coaching session of the Trusted Advisor journey.
Focus agents outperformed non-focus agents on bundling of multiple service lines and initial customer retention.
Focus agency owners were more than twice as likely to consider their DMs to be Trusted Advisors.
Focus agency owners were 40% more likely to agree that their DM relationship directly affected their ability to improve customer experience.
My DM now communicates with me and honestly cares about my business. I couldn't be happier with the relationship.