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There is no secret ingredient to providing a great customer experience. All you need to do is ensure you consistently champion your customers’ needs. In theory, it seems simple, but creating memorable, meaningful interactions does take consideration.
Fulfilling your customers’ needs can make an enormous difference in their future decision-making. In addition, happy customers provide great feedback, remain loyal, increase word-of-mouth referrals, and are likely to consider other products within your portfolio based on their positive experiences.
Master the basics
Like anything, a great user experience starts with the basics:
• Excellent communication and advice
• A simple-to-navigate website
• Easy-to-access contact details
• A service that satisfies the needs of your customer
Whilst you are likely already ticking these boxes, it’s always good to check that you are doing the basics as efficiently as possible.
Understanding your customers’ journey
To make a difference to your customers, you first need to understand the entire journey they take when engaging with your service. Although this may seem long-winded, it can help you convert, cross-sell additional services and retain clients for years to come.
Map out the end-to-end journey capturing all touchpoints between you and your customers. Touch points are any ways you interact with your customers as they move through your process.
• What does your process look like?
• What points along the process do you interact with your customers?
• How could they feel along each stage of their journey?
Identify pain points
Once you have mapped your journey for your customers, you need to analyse whether you can improve their experiences at any given point; this will help with conversion and satisfaction.
Looking at your customers’ journey, are there any points where your customer could feel confused or frustrated? These are your ‘pain’ points.
If you’re not already offering general insurance alongside the mortgage, consider how leaving your customers to organise GI themselves (in line with the mortgage) could be a ‘pain point’ for them. Could you enhance your service by providing your customers with general insurance alongside the mortgage?
GI allows you to protect their asset, offer a full service, and ring-fence your clients for the future.
Once you have identified your pain points, you can look at how to turn these into positives. For example, could you add an email touchpoint? Could you provide educational pieces to help your clients understand the process? Could you set expectations by providing your clients with average time frames to help put their minds at ease?
At Source Insurance, we offer a library of educational client-facing content to share with your clients. Consider building our’ steps to re-mortgaging eBook into your customer journey for your clients who are re-mortgaging for the first time.
Listen and act
Obtaining regular feedback and acting on it is a great way to prove to your customers that their voices are heard. Therefore, it’s essential to understand problems from a human perspective and reflect this thinking through your solutions.
At Source Insurance, our general insurance quoting system makes it easy for you to provide your clients with hassle-free insurance from a range of top insurers at fair and square prices.
Register to use our platform at gi.thesource.co.uk/user/register
Or log in to start a quote at gi.thesource.co.uk