In recent years, the client experience has been an unavoidable topic in all sectors of the economy. Consumers are increasingly demanding in this regard and many companies are wracking their brains to come up with imaginative and effective ways to ensure that their clients enjoy a "unique experience". This topic, which has also permeated the entire insurance brokerage industry, was the central theme of our annual convention in November 2016: "The Client Experience: A Guarantor of Our Success".

At last year's convention, the participants learned a good deal about industry trends and consumer expectations thanks to the findings of an Ad Hoc Research survey, which were announced during the event. The participants also discussed the best ways to ensure that our clients have a unique experience when they do business with brokerage firms.
What has been done since then?

No doubt you left last year's convention feeling motivated and determined to transform your business! But the weight of day-to-day operations may well have caught up with you and you may now be struggling to implement the ambitious ideas you came up with...
That's why we thought we'd give you a hand by putting together a series of four video clips on this topic. Featuring RCCAQ chair Kathleen Ann Rake, these videos summarize the main points made at the convention.

There's really nothing mysterious about the client experience. All you need is a good plan and the commitment to carry it out! For each firm that embarks on this adventure, there is one constant: they are all focused on the main thing that sets professional brokers profession apart, that is, our advisory role. It's highly likely that these firms have asked themselves the following questions, which were included in our pre-convention communications:

 - Are we aware of our clients' real expectations and needs?
 - Do we implement the business practices they expect?
 - Are we really willing to innovate?
 - Are we the ones creating change or are we simply bystanders?

These questions may be simple but they offer food for thought!

The quality of our client relationships may be worth a 10% premium!

A better client experience is not only beneficial in terms of client satisfaction; it also encourages us to be more productive and more profitable!

Those are some of the ideas covered in the first video clip.

Please click on the following link to view the video.

Let's not lose sight of the fact that the client experience should be a top priority for all of us. Let's make sure that our profession leads the way in this regard!