2009 Annual Report 2009 Annual Report : Page 7
Increasing Visibility: rElAtiOnships Close to the CustoMer Maintaining close relationships with our customers involves not only talking the talk but also walking the walk. To illustrate our commitment to listening and responding to our customers’ needs, The Main Street America Group has established several feedback mechanisms, including our Regional and National Agency Councils, Listening Tours and Agency Technology Councils. “We created the council process as a way to obtain feedback from a broad geographic perspective on how we are doing with meeting our deliverables and communicating with our customers, as well as a way to further build face-to-face relationships,” explained Doug Eden, Main Street America’s senior vice president, field operations. Both the national and regional meetings are held bi-annually, with the national meeting consisting of representatives from each of the four regions. The sessions begin with Council members holding a private caucus to address pressing issues. Afterward, the Council chair presents a summary of the caucus discussion to Main Street America’s senior executives. Doug added, “The feedback has been very positive about the commitment from our senior management team. At many companies, the home office senior team typically only attends the national meeting but not the regional meetings. With our leadership team attending the regional meetings as well, it really demonstrates our commitment as a locally focused company.” “ Main Street America really does listen and has the ability to respond because top management participates in the meetings.” – Victor Jowers Victor Jowers, vice president of Upchurch & Jowers Insurance Agency, Camden, S.C., is the National Agency Council incoming 2010 chair and feels the program’s structure lends to its effectiveness. “One of the keys is the fact that Main Street America really does listen and has the ability to respond because top management participates in the meetings,” Victor said. While our revamped agency council program has been in place since 2007, our Listening Tours debuted in 2009. These unscripted town hall sessions feature our senior executives sitting on stools at the front of the room fielding questions from our customers. A total of 15 Listening Tours were held in seven states in 2009. “We are one of the few companies that conduct meetings in this forum – where we speak directly with our customers without a formal PowerPoint presentation,” Doug said. “We not only explain our strengths, but also address the areas we can improve upon. Our customers have told us they appreciate the candor.” Another new customer feedback program introduced in 2009 is our Agency Technology Councils, which were created at the recommendation of the National Agency Council. Dedicated councils meet quarterly for both personal lines and commercial lines and are comprised of producers from all of our regions who are proficient on our software programs. “We hosted our inaugural Agency Technology Council meetings in the fall of 2009 and are already using members’ feedback to make our Main Street Station platform user interfaces more robust,” Doug said. Doug explained all of these customer- focused initiatives have been successful because they facilitate open dialogue and our customers are comfortable sharing their thoughts and feelings directly with us. “The bottom line is we have developed very trusting, strong relationships with our customers,” he said. Victor agreed Main Street America’s relationships with our customers differentiates us from other carriers. “One of the first things that attracted us to Main Street America was the basic philosophy of the handshake (a key component of Main Street America’s logo),” Victor said. “That relationship is extremely important and one we value very much.” the Main street america group 2009 annual repor t 7
Close To The Customer
Maintaining close relationships with our customers involves not only talking the talk but also walking the walk.
To illustrate our commitment to listening and responding to our customers’ needs, The Main Street America Group has established several feedback mechanisms, including our Regional and National Agency Councils, Listening Tours and Agency Technology Councils.
“We created the council process as a way to obtain feedback from a broad geographic perspective on how we are doing with meeting our deliverables and communicating with our customers, as well as a way to further build face-to-face relationships,” explained Doug Eden, Main Street America’s senior vice president, field operations.
Victor Jowers, vice president of Upchurch & Jowers Insurance Agency, Camden, S.C., is the National Agency Council incoming 2010 chair and feels the program’s structure lends to its effectiveness.
“One of the keys is the fact that Main Street America really does listen and has the ability to respond because top management participates in the meetings,” Victor said.
Both the national and regional meetings are held bi-annually, with the national meeting consisting of representatives from each of the four regions. The sessions begin with Council members holding a private caucus to address pressing issues. Afterward, the Council chair presents a summary of the caucus discussion to Main Street America’s senior executives.
Doug added, “The feedback has been very positive about the commitment from our senior management team. At many companies, the home office senior team typically only attends the national meeting but not the regional meetings. With our leadership team attending the regional meetings as well, it really demonstrates our commitment as a locally focused company.” While our revamped agency council program has been in place since 2007, our Listening Tours debuted in 2009.
These unscripted town hall sessions feature our senior executives sitting on stools at the front of the room fielding questions from our customers. A total of 15 Listening Tours were held in seven states in 2009.
“We are one of the few companies that conduct meetings in this forum – where we speak directly with our customers without a formal PowerPoint presentation,” Doug said. “We not only explain our strengths, but also address the areas we can improve upon. Our customers have told us they appreciate the candor.” Another new customer feedback program introduced in 2009 is our Agency Technology Councils, which were created at the recommendation of the National Agency Council. Dedicated councils meet quarterly for both personal lines and commercial lines and are comprised of producers from all of our regions who are proficient on our software programs.
“We hosted our inaugural Agency Technology Council meetings in the fall of 2009 and are already using members’ feedback to make our Main Street Station platform user interfaces more robust,” Doug said.
Doug explained all of these customerfocused initiatives have been successful because they facilitate open dialogue and our customers are comfortable sharing their thoughts and feelings directly with us.
“The bottom line is we have developed very trusting, strong relationships with our customers,” he said.
Victor agreed Main Street America’s relationships with our customers differentiates us from other carriers.
“One of the first things that attracted us to Main Street America was the basic philosophy of the handshake (a key component of Main Street America’s logo),” Victor said. “That relationship is extremely important and one we value very much.”
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