Client Experience Fundamentals
This is more expensive to do than retaining an existing client
What is attracting a new client
This promise means we tailor solutions to the individual needs of our client
What is Personalized/Holistic Protection
The Baldwin Group's NPS is compared to this insurance industry average score
What is 31%
Following this "rule" means responding to clients by the end of the same business day
What is the sundown rule
The mindset of proactively following up with clients by day's end describes this stewardship principle
What is the sundown rule
Improving client retention can do this to our profits over 5 years
What is double them
This promise emphasizes keeping the client at the center of every decision
What is You First
Percentage of promoters minus the percentage of detractors equals this
What is NPS
When communicating by email, you should assume it may be read here
What is a courtroom
This type of news requires a client phone call
What is good or bad
The average client retention in the insurance industry is lower than many expect - it's less than this percentage
What is 90%
Delivering work at the highest professional level, with superior responsiveness, describes this PRM core value
What is Elite
This percentage of people say that insurance agents & brokers are trustworthy
What is 11%
A meaningful email subject line, proofreading, and avoiding "should, would, could" are best practices for this
What is avoiding doubt words
The 3 PRM Core Values
What are elite, genuine & personalized
This famous quote says "People will forget what you said, forget what you did, but never forget how you made them feel" Who said it?
Who is Maya Angelou
Being approachable, transparent, responsive, and trustworthy describes this PRM core value
What is Genuine
This percentage of insurance consumers report an overall positive experience
What is 33%
"No worries", "Unfortunately", and "Hey" are examples of this
What are phrases to avoid
"E.E.L." stands for this in the context of handling client feedback
What is Emotion, Emotion, Logic
The strongest predictor of loyalty is based on how easy it is for customers to get what they need. What is this called?
What is a low-effort customer experience
This PRM core value focuses on tailoring risk management to fit lifestyles rather than a one-size-fits-all approach
What is Personalized
The is The Baldwin Group PRM's average NPS score
What is 80
After more than this many back-and-forth emails, you should pick up the phone
What is two
Relationships trump this in creating raving fans
What is price