…we follow the path of least resistance.
What is presented to me when I log on to the Income website.
My scooter insurance’s up for renewal; I’m with NTUC Income but I thought I’d scout around to see if I could get a better offer from another company.
Out of all the agencies I e-mailed, only two got back to me, and in no uncertain terms, informed me that they weren’t hard up for my money so I could very kindly f*** off and leave them alone.
Or it could have just been bad customer service.
To MSIG’s credit (or discredit?), the e-mail was copied to two reps, one of whom actually forwarded my message to Commercial Agency Pte Ltd, and an agent quoted me a premium of $350.96 on the same terms that NTUC Income offered.
Except, of course:
- Income’s premium is lower,
- it’s giving me a 5% loyalty discount which reduces the premium even more AND
- I have complete ease of renewal – one click, enter my credit card details and I’m done.
Moral of the story: make it easy for your customers to get what they want, and you’ll keep them, even if it’s just to make $300 off of them for another year.