Communication is key
Winning customers’ trust and meeting their expectations goes much further than getting levels of commission right, explains Amanda Blanc
Tony Cornell’s article in last month’s Insurance Age (www.insuranceage.co.uk/2406718 ) hit the nail on the head. His argument was about commissions and whether or not customers would think it fair that up to 40% of their premium is eaten up by industry costs.
He has a very good point but I think Tony’s argument on trust and expectations goes much further than commission.
The sad fact is that those of us who work in insurance are trusted less than banks and only marginally more so than estate
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