Voice of Agent: the early-warning signal hiding in your sales channel
Independent insurance agents give feedback customers rarely do, and they give it far sooner. Susan Mango built Voice of Agent programs that treat the sales channel as near-customers, surfacing product problems long before any customer survey would.
Susan, a senior CX and insights leader most recently at Travelers, tells Rob why net promoter score is overused on transactional surveys, how scorecards get gamed once comp enters without accountability, and the placement versus relationship drivers that decide whether an agent keeps selling your product.
Topics discussed:
Voice of Agent as an…
The skinny
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