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There is no doubt about it, it is imperative that insurance companies (or businesses of any description for that matter) strive to maintain open lines of communication with their customers. There are numerous proven benefits to back up the importance of this, including the reduction of the customer churn-rate and consumer acquisition processes. Ignoring this can be extremely detrimental to your business, while it is also a significant misuse of available resources in the digital age.
3 ways in which large insurance companies can stay in touch with customers
With this in mind,what are the best methods and tools for staying touch with and engaging customers in 2016? Consider the following: -
Leverage social media to maintain real-time lines of communication with customers
This is one of the most important steps, as leveraging social media offers you incredible access to a global audience of motivated customers. Social media is now the forum for everything, from business to consumer marketing to the delivery of live responses to customer queries and complaints. This is such an effective medium because it allows companies to communicate with customers when they are emotionally connected to the brand, while it allows you to deliver crucial brand information.
Insurance firm A-Plan offers an excellent example in this space, as it posts regularly and constantly inspires and responds to consumer conversations.
Redefine your customer service
Seth Godin is a renowned business expert, and his take on customer service is particularly creative and insightful. He believes that business owners should redefine their approach and interpretation of customer service, seeing it as 'an opportunity to delight' customers and communicate with clients when they are at their most engaged with the brand. This eschews its traditional perception as a costly and unwanted business element, and in this respect it can become a key marketing medium.
This is even more important for insurance firms, where customer retention is a difficult and annual challenge. So redefine your approach to this and consider investing in the development of your customer service offering.
Consider offline mediums tools
Whenever you look to communicate with customers, you must adopt an integrated strategy that includes both online and offline methods. This enables you to reach a larger audience and more diverse demographics, and one of the best offline techniques revolves around the publication of a customer newsletter. This provides information on the brand and its products, while it also helps to develop a viable rapport.
The online equivalent of this is a blog, and publishing high quality and informative content on a regular basis can be highly beneficial for your brand and audience.