IBM commissioned a study of 1000 US consumers regarding their insurance providers. The results are not surprising. For example, note the following statistics that came from the study:
1. more than 75% were very satisfied with the service provided by their insurance agent and remain committed to working with the agent in the future.
2. only 15% would change agents for an annual savings of $150.00
3. 54% said that no savings amount would make them switch.
4. 44% said their insurance provider was innovative compared with other industries.
5. 53% cite personalized service as what they like best about their insurance agent.
6. quality of service was the most important factor in choosing an agent.
7. 37% said they liked to visit their agent.
The bottom like for this study is that the results are predictable. People do not want to be a number - they want to feel important and respected. The insurance agent that understands that it is a relationship-based business wins.
The take-away from this survey is that these results are typical for virtually all businesses since the customer is always a person (it may be an individual buying for himself or an employee or group of employees in a large organization buying for the company).
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