Summary
Change is what keeps things moving forward. Many times carriers,when faced with a client who leaves them, will sit down stunned and look backward and not forward. These carriers cannot afford to look to the rear. A study by US News and World Report stated that 9% of customers go elsewhere for minuscule reasons; another 9% because the competition beat the company outright; and only 14% due to price. Make no mistake, the CFOs and risk managers want a relationship when it comes to insurance. Meeting clients face-to-face in their own city or on their manufacturing floor pays huge dividends. Sustaining the personal relationship resonates with both the customer and the employees of the carrier.
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Extract
To Keep Clients, Hit the Highway
One of the famous axioms that reflects our reaction to change is: "The only people who like change are babies with dirty diapers." Or so the story go...
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