Taking a Customer-Centric Approach to Running Your Business

How do you make it your sole focus to anticipate and take care of their needs? How do you create a base of loyal fans who refer you to everyone they know? Of course, you do need to display your customer-centric core values prominently on your walls and make those values part of your daily vernacular at work. You also need to immerse those values into your company culture every day. Make those values come to life in the eyes of all employees. One way to bring the values to life is by tying them to employee performance within your company. Options for marrying performance to a customer-centric value system include:
    • Creating a customer survey process and inviting customers to review employees based on a number of metrics (all tied to your customer-centric core values);
    • Create a “living the values” award and ask employees to vote for their peers;
    • Develop a “secret shopper” system to periodically test employee responses to typical customer requests;
    • Build the customer-centric core values into each employee’s annual review rating guide.
Another key means to bring those customer-centric values to life is to lead by example, such as:
      • Make the values at least a small portion of every single internal meeting in your company;
      • Follow the customer-centric approach you’ve created—for your external customers and internal customers (aka employees);
      • Make yourself available and approachable any time an employee has a question related to the core values;
      • Create a “daily devotional” core value email to hit employee inboxes at the start of each work day;
      • Communicate best-practice examples when you see other employees “living the values” during their daily jobs;
      • Offer constructive feedback when you see opportunities for employees to improve on their customer-centric approach.
Additionally, research shows time and time again that employees stay in jobs where they feel connected, valued and engaged in meaningful work. Breathing life into customer-centric values, along with the tips offered above, offer employees that chance to feel like they belong. Research also shows that happy employees provide the very best customer service. So, remember that your customer-centric core values statements are just that—words—until you bring them to life with action.

To Deepen Your Business Narrative, Examine These 5 Areas

What’s your story? And how do you deepen your story to make it more effective, strategic and competitive? Here are five essential things to look for to deepen your story and make it more compelling:

Your Big Why

Why does your title company exist? Why do you go to work every morning? Of course, we know you need to make a living, but going deeper than that, what drives you and your company? What is the purpose behind you and the company you lead? Look for a BIG why (not a small why), something like you believe that home is the most important place on earth or that you believe in homeownership as part of the American Dream. What you’re trying to do here is demonstrate your sincerity and passion for what you do – and motivate your employees and customers around a unifying cause.

Your Title Company’s Achievements

These have to be highly-valued to be effective. Giving to charity, being in business for 10 years, serving the community, and producing happy customers are not highly valued achievements. What have you done that is great? Unusual? Look for that.

Your Title Company’s Principles

What matters to you most? What values guide your company’s behaviors? Pick three and have some wonderful “specific” stories about how your team was influenced by your principles and acted in ways that really helped your clients get ahead.

Your Value Story

Why is your title agency more important, useful and worthwhile to use? What do you offer that other title companies do not? Remember that people assess value on the edges or margins of common offers. More convenient office locations? 24/7/365 closings anywhere, anytime? Best follow-up? Higher tech? CE classes for REALTORS? E-closings?

Your Reason to Act Now

What bad things could happen to the people who do not use your services? What risks are they taking? What compelling reasons can you give without speaking badly about a specific competitor? Learn to bring these forth. The competitive reality is that a title company needs to be in continual Story Deepening bringing forth the importance of their products and services, speaking their competitive advantages and superior value to customers and prospects. If you don’t, who will? Your company has an unlimited supply of stories to share. By incorporating a steady narrative based upon your company’s purpose and guiding principles, you can take advantage of strategic storytelling to gain a competitive edge.

Welcome, New Hire: Manoj Purohit

One-time combat reconnaissance scout saw a golden opportunity in underwriter’s outward mindset philosophy and ‘Agents First’ approach

LONGMONT, Colo. – The nation’s largest title insurance underwriter with no direct or affiliate operations today announced the hiring of an industry veteran and one-time combat reconnaissance scout to help lead the company’s expansion into the Great Lakes Region. Alliant National Title Insurance Co. has hired Manoj Purohit as Vice President & Great Lakes Agency Manager, who brings over 30 years of title insurance, title technology and mortgage industry experience, with particular expertise in client relations, national account management and business process improvement. “Manoj’s experience and approach to excellence in service is a perfect fit for our Great Lakes Agency,” said James Hensley, senior vice president and midwest regional manager for Alliant National Title Insurance Company.

MEDIA INQUIRIES

Cathie Beck Capital City Public Relations e : cathie@capitalcitypr.com p : 303-241-0805
In this role, Purohit will be responsible for further developing and marketing Alliant National’s Great Lakes Agency programs, with an initial focus on agency development and management in Minnesota and Wisconsin, Hensley said, adding that Purohit will also lead the expansion of Alliant’s agent base by growing the number of states included within Alliant National’s Great Lakes Area. “I have always dedicated myself to building long-term and mutually beneficial relationships,” said Purohit. “Alliant National’s outward-mindset philosophy and its ‘Agents First’ approach allows me the opportunity to provide best-in-class customized service to my agents. The company’s focus on never competing with its agents while providing them the tools they need to thrive in their marketplace is the reason I chose to join Alliant National Title Insurance Company.” Purohit’s career has included sales positions at several mortgage, title services and title technology companies, as well as working as an agency representative for a regional and two national underwriters. He also served as president and chief executive officer of a settlement services company in New Jersey, where he managed all aspects of daily operations. In addition to his sales career, Purohit served as a Sergeant in the Army National Guard for nine years. He was a combat reconnaissance scout and received several commendations, including the National Defense Service Medal. His education includes course studies in computer programming at Rutgers University and the Chubb Institute. Alliant National is an industry pioneer that distinguishes itself from competitors by putting the interests of Independent Agents first. Bolstered by financial stability, strong underwriting capability and Independent Agents’ in-depth knowledge of local markets, the company has established a nationwide network with deep roots in local communities and a wealth of expertise that is flexible, nuanced and continuously growing. Alliant National’s CEO, Bob Grubb, can be reached at 303.682.9800 x300 or bgrubb@alliantnational.com. Visit joinalliantnational.com for additional information.

About Alliant National Title Insurance Company

The Independent Underwriter for The Independent Agent® Alliant National believes in putting other people first. The company partners with 400+ trusted independent title agents as a licensed underwriter in 22 states, with annual revenues exceeding $120 million, and protects the dreams of property owners with secure title insurance.

###

This blog contains general information only, not intended to be relied upon as, nor a substitute for, specific professional advice. We accept no responsibility for loss occasioned to any purpose acting on or refraining from action as a result of any material on this blog.

Let’s Connect

Discover more stories and conversations on our social media networks,
or drop us a line on our contact page.


The Independent Underwriter for the Independent Agent®