| Spring 2009
Ken Lauber is vice president of field operations at Texas Mutual Insurance Company.
Ken's Corner
Keep Talking; We’re Listening
Texas Mutual’s relationship with independent agents is pretty straightforward: You tell us how we can make your job easier, and we work hard to make it happen.
So, it should come as no surprise that we are ramping up our agency surveys this year.
The surveys are informal get-togethers that take place in your office. In 30 to 45 minutes, we want to find out what you like about Texas Mutual, what you don’t like, how we can improve and what we should stop doing. Your comments have sparked some of our most high-profile improvements.
When you told us we could help you keep good customers by shortening the dividend waiting period for first-year policyholders, we launched the early-qualifier dividend.
When you told us that in today’s competitive market, you preferred a direct advertising message, we sent our horses and cowboys riding off into the sunset. Our new radio, television and print ads feature testimonials from policyholders and agents like you.
I encourage you to use the free materials in your marketing efforts.
Speaking of our website, we want to know what you think about it. We combine feedback from our agency surveys with suggestions from our Account Executive Council (AEC), which includes CSRs from several agencies around the state, to constantly improve Texas Mutual® online services.
I think AEC member Teresa Netz said it best: “Texas Mutual is eager to work with agencies to make things as easy to use as possible. When they design their online services, they listen to agents and actually implement the ideas.”
If you don’t have the opportunity to participate in an agency survey or the AEC meeting, you can still give us your feedback. Email information@texasmutual.com, call (800) 859-5995 or pass your suggestions on to your agency representative. We’re listening, and we’re ready to respond.
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Ken's Corner: Keep Talking; We're Listening
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