A bee will travel miles to pollenate an attractive flower, but it will only tell its hive about the experience if the nectar was wonderful. The same lesson applies to customer experience and its one benefit advisers must keep in mind in this age of growing consumerism, said Martha Rogers, founding partner at management consulting firm Peppers & Rogers Group.
Addressing the Council of Insurance Agents & Brokers annual Employee Benefits Leadership Forum in Colorado Springs, Rogers told advisers, It used to only matter what we say to customers. Today, when customers talk to each other, all that really matters is their customer experience.
