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Brokers, your role doesn’t end once a customer or employer has selected a product. By staying in touch after the initial purchase, you can enhance satisfaction and even improve outcomes for your clients.
Read on for five strategies to achieve higher broker customer satisfaction.
Follow-Up After a Purchase
In the days that follow a purchase, your client will likely go through the enrollment process with the plan provider they selected.
Take a few minutes to reach out. Ensure their enrollment was a smooth experience and provide guidance if needed. It’s also an opportunity to assess the client’s first impression of the plan provider and discuss solutions if the provider fails to meet their expectations during enrollment.
Reiterate the Benefits of Their Choice
Once enrollment has been completed successfully, you should repeat and summarize the benefits of the product the client chose for two reasons:
- First, it reassures them that they have made the right choice and can enhance their perception of the product, which in turn impacts broker customer satisfaction.
- You’re also ensuring the individual or employer fully understands all the benefits available to them. This makes them more likely to use their benefits and get the most out of their purchase.
Boost Broker Customer Satisfaction With Ongoing Engagement
A newsletter or social media page can be a great way to keep customers engaged and deliver information about the latest trends in eye health products.
The key is finding a channel that aligns with your client’s preferences for consuming content. Regularly sharing valuable information will encourage clients to think about their current products, explore the benefits available to them, and actively reassess their needs.
Here are a few ideas for boosting engagement:
- You can send a monthly newsletter with updates about new products.
- You could encourage clients to email you their questions.
- Use social media as a platform for hosting Q&A sessions.
- You can comment on and share content from your business clients.
- You can let clients know you’ll respond to questions quickly if they reach out to you via chat features on social media.
Reach Out
Reach out regularly to find out if clients are still satisfied with the product they selected. It’s an opportunity to assess whether their needs are changing and introduce alternatives and new products.
You should also ask if they find the product easy to use and understand. If clients run into any difficulties, provide them with personalized guidance.
Email is an efficient way to reach many clients, but scheduling phone or video calls adds a personal touch. A quick chat in a more informal setting can lead to clients sharing insights that might not have come up in an email conversation.
Communicating over the phone or video calls is more time-consuming, but it can be a strong differentiator, with only 20% of insurance customers citing digital channels as their favorite option.
Celebrate Milestones
For an individual, a milestone can be a new job, a new addition to their family, or a move. On the other hand, for an employer, a major industry shift, a merger, or a new wave of hires could be significant milestones.
Keep an eye on social media for these events, or ask about important changes during your client outreach. Celebrate these special moments and bring up the topic of changing needs.
Improve Client Satisfaction With a Diverse Product Selection
Broker customer satisfaction should be an ongoing priority, even after enrollment. These five strategies are a starting point for enhancing communication and creating better outcomes for your clients. You should also listen to what your clients have to say about the kind of experiences they expect and adapt.
Customer satisfaction also depends on the quality of the products you offer. If you’re looking for ways to expand your portfolio with new vision health products, Vision Care Direct can help.
With flexible, affordable pre-paid plans, Vision Care Direct makes better eye health accessible to everyone. Find out more about joining the VCD family as a broker.
Summary: For brokers, customer satisfaction doesn’t stop with enrollment. We share five strategies for keeping clients engaged and enhancing satisfaction after a purchase.
