You may have heard the trending phrase “Positive Customer Experience” being thrown around as of late. Indeed, articles abound regarding how to inspire, create and strategize for the positive customer experience. What, exactly, is the positive customer experience and how does it pertain to insurance?
Customer Experience vs. Customer Service
Often mistaken as being one in the same, favorable customer service is actually only one facet of the positive customer experience. The customer experience encompasses every aspect of your dealings with a business. From the moment of first contact, whether it be a radio advertisement, Facebook page or visit to a website, the customer experience has begun and continues for the duration of a business relationship.
The positive customer experience leaves you feeling content and satisfied that you have chosen to do business with an agency. When you contact a company with questions, you should expect knowledgeable, competent employees to answer them in a timely matter. In the event of conflict, you should expect an acceptable resolution. So many agencies are failing to make these expectations the norm.
The Human Experience
At Albright Insurance Agency, we want every interaction with us to be one you feel good about. Along with striving for the positive customer experience, we also reinforce the human experience. We have the utmost respect for individual differences, but we like to focus on our similarity: being human. As humans, life can be messy, silly, exhilarating and devastating. Albright Insurance Agency is committed to being here for you through it all.
Why we do What we Do
Our team consists of Bryan and Connie Albright and Annie Heber, with over 35 years of combined experience in the insurance industry. Over the years, we witnessed friends and family struggle not only with devastating losses, but also with insurance agencies and companies when calamity struck. The emotional toll people face in times of disaster should not be exacerbated by the businesses meant to make things right again.
Our desire is simple. We want to bring back the human experience with face-to-face encounters. As we see it, you could go online now and take care of all your insurance needs with a few clicks and a credit card. However, do you really know what you are agreeing to or what your policy covers? Do you know who to contact in an emergency?
We work one-on-one with you getting to know who you are and your specific needs to help you decide which policy is best for you. We ensure you understand the coverage you have purchased and answer any questions you have.
Handling Your Claims
Our commitment to ensuring the positive customer experience does not end here. Should you face the need to file a claim, we are here to help 24/7. Let’s face it, accidents are not restricted to normal business hours on Monday through Friday.
If you have never had to file an insurance claim, it can prove tedious. Albright Insurance is committed to seeing you through the entire process, unlike other agencies that simply hand you off to the insurance company and check-out for the duration. In this sense, you will never be left with lingering questions and concerns about your claim.
In the end, we are all human and we all deserve to be treated as such. Let us at Albright Insurance Agency show you how an insurance agency should function.
Kelly Hobbs, Freelance Writer