1. Getting to Know Your
Customers
Building relationships that lead to
increased business.
© 2013 QQ Solutions, Inc. All rights reserved.
QQSolutions.com | 800.940.6600

2. Understanding Your Customers
Sixty-eight percent of consumers say that companies
need to offer more customized interactions,
according to a recent Harris Interactive survey on
customer service.
So how do you offer a custom experience? It all
starts by getting to know the customer.
© 2013 QQ Solutions, Inc. All rights reserved.
QQSolutions.com | 800.940.6600

3. Conduct an Audience Audit
Take a look at your current customers using any database
information you have on file, web analytic tools and social
media insights. Based on this collective data, access:
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Your audience’s location.
Is the majority of your web traffic coming from a
particular region or state?
Your audience’s age group.
Your audience’s gender, nationality or other identifying
factors.
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© 2013 QQ Solutions, Inc. All rights reserved.
QQSolutions.com | 800.940.6600

4. Align Your Approach with Your
Audience
If you’ve discovered that you really have more than
one audience, break them out into two to three
different categories or “personas.” Ask yourself:
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What does the customer want?
What are the obstacles that stand in the way of
fulfilling those needs (e.g. price)?
What are the options for a solution?
© 2013 QQ Solutions, Inc. All rights reserved.
QQSolutions.com | 800.940.6600

5. Keep Your Team in the Loop
For every “persona,” write out a description that can
be shared with your entire team to ensure that
everyone is on the same page as to who you’re
trying to reach.
Whether it’s an insurance agent or an office
manager, everyone can benefit from having a better
understanding of your customers.
© 2013 QQ Solutions, Inc. All rights reserved.
QQSolutions.com | 800.940.6600

6. Customize Your Marketing
Whether you’re sending prospects or customers a postcard,
an eblast or another form of marketing collateral, it should
always speak to the individual, not the masses.
Ways to personalize your marketing includes:
Including their name in the piece (not “Dear Customer”).
Ensuring the tone of the piece is conversational, not overly
formal.
Leveraging local events/timely news that’s relatable to
them.
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© 2013 QQ Solutions, Inc. All rights reserved.
QQSolutions.com | 800.940.6600

7. Ask for Feedback
One of the best ways to get to know your customers
is by asking them, “How are we doing?” Long before
an existing customer is up for renewal, solicit their
feedback via a phone call or email survey. You may
even consider offering an incentive, like a discount
on their next policy renewal, if they complete the
survey.
© 2013 QQ Solutions, Inc. All rights reserved.
QQSolutions.com | 800.940.6600

8. Make Changes
Feedback is only as effective as the changes that
occur as a result. If your customers’ concerns go
unaddressed for too long, they might switch to a
competitor.
Meet with the key decision makers internally to
decide what feedback, if any, may warrant changes
to internal procedures or processes.
© 2013 QQ Solutions, Inc. All rights reserved.
QQSolutions.com | 800.940.6600

9. Repeat
Your customers (and prospects) are the driving force
behind everything you do. It’s important to
continuously keep a finger on the pulse of who they
are and what they’re looking for – in order to ensure
that they find it at your agency.
© 2013 QQ Solutions, Inc. All rights reserved.
QQSolutions.com | 800.940.6600

10. About QQ Solutions
QQ Solutions is one of the largest providers of agency management
systems nationwide.
- More than 4,600 insurance agency customers
- More than 22,000 users
- Now in our 25th year of business
Our mission is to help independent insurance agencies compete in the
digital world, by leveraging Web technology, social media, Internet
marketing and real-time services.
© 2013 QQ Solutions, Inc. All rights reserved.
QQSolutions.com | 800.940.6600

11. Take Your Agency From
Good to Great!
QQ Solutions develops agency management systems and
other automation solutions that do the heavy-lifting for you –
letting you focus on helping your clients and growing your
business.
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QQ Catalyst – The latest in agency management systems,
Catalyst is an innovative game changer that everyone in your
office will love to use.
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QQ WebRater – Get real-time auto insurance rates, fast and easy.
© 2013 QQ Solutions, Inc. All rights reserved.
QQSolutions.com | 800.940.6600

12. Connect With Us!
Read our agency management blog for tips on marketing, sales, client
relations, and much more.
Join the conversation about insurance sales and agency management systems
on our QQ Solutions Facebook page.
Follow QQ Solutions on Twitter to get the latest updates about our products.
Connect with QQ Solutions on LinkedIn as a business contact and follow us for
career opportunities.
Circle QQ Solutions on Google+ for images, news updates, and more.
Watch the QQ Solutions YouTube channel for tutorials and demos.
© 2013 QQ Solutions, Inc. All rights reserved.
QQSolutions.com | 800.940.6600