Carriers Create Positive Impact With Focus on Agent Experience

Posted by Peter Manoogian on Wed, Jan 21, 2015

Insurance carriers have taken great strides to improve the customer experience. However, all too often, important influencers of that experience are overlooked. This is especially true when it comes to the relationship between carriers, agents and customers. Oftentimes, agents are one of the greatest factors in the customer experience, particularly when the carrier has limited customer interaction. What’s more, customers oftentimes do not accurately distinguish between their insurance agents and carriers. Therefore, the reputation – good or bad – of the agent may equally be assigned to the carrier. That represents a large opportunity, on the part of the carrier, to influence the customer experience by ensuring a positive agent experience.


>
Read More

It’s Not You, It’s Your Onboarding – or Lack Thereof

Posted by Jason Brown on Mon, Dec 15, 2014

The other day I was reading an article in Selling Power about salesperson onboarding. Quoting heavily from Fusion Learning, the piece takes a training-focused view of the problem, though its observations about the importance of salesperson onboarding definitely resonated.


>
Read More

Until the “Sales Gene” Is Identified: Three Ways to Move Employees Into Sales Roles

Posted by Peter Manoogian on Tue, Jul 16, 2013

"You can’t send a duck to eagle school."

So says one of ZS’s co-founders when discussing potential challenges associated with changing a sales team's roles or responsibilities. Taking a "nature versus nurture" approach to sales, we typically subscribe to the idea that salesmanship cannot be taught. Organizations should hire for personality, then train for skill.

This concept arose once again during a discussion with executives of a regional insurance carrier who were thinking about converting the firm’s “renewal” reps to pure “hunters.” As we discussed their challenges and opportunities, they asked, “Should we just hire professional salespeople”?


>
Read More