Insights

Mirror Images: Carriers create the right attitudes in their agents through positive experiences that start from day one

Jason Brown

Insurance carriers have taken great strides to improve the customer experience. However, all too often, important influencers of that experience are overlooked. This is especially true when it comes to the relationship between carriers, agents and customers. ZS Principal Jason Brown recently wrote an article for Best’s Review, titled “Mirror Images: Carriers create the right attitudes in their agents through positive experiences that start from day one.” In the editorial, he shares insights on the level of impact agents have on customer satisfaction. In fact, our research indicates that the quality of the agent experience can affect production and persistency by as much as 20 percent.

Download "Mirror Images: Carriers create the right attitudes in their agents through positive experiences that start from day one" and learn the importance of carriers incorporating agents into their customer experience plans.

Best’s Review: January 2015
Copyrighted A.M. Best Company, Inc. 2015
All Rights Reserved, Reprinted with Permission


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About the Expert




Jason Brown is a Principal in ZS Associates' Boston office and the leader of the firm’s Financial Services practice. He has helped numerous clients define and install successful marketing and sales strategies, and his diverse experience spans many industries, including insurance, banking and asset management. Jason has extensive project experience in go-to-market strategy and implementation, market research, sales process design, compensation design, and sales force sizing and deployment. He has contributed to several financial services and sales management publications, and has facilitated workshops at LIMRA Marketing and Sales conferences.

Jason holds a B.A. in economics and statistics from the University of Chicago and an M.B.A. from the MIT Sloan School of Management.