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Conner Strong & Buckelew Announces REACH Model for Exceptional Customer Experience

July 21, 2021

Top Regional Broker Outlines Best Practices After Receiving World-class Net Promoter Score of 92

CAMDEN, NJ (July 21, 2021) – Conner Strong & Buckelew, a leading insurance, risk management and employee benefits brokerage and consulting firm, announced today it achieved a Net Promoter Score (NPS) of 92, which is classified as “World Class” and more than triple the average for the insurance industry. The NPS is a global standard measuring customer satisfaction and loyalty through a single, easy-to-understand metric. The landmark score reflects the firm’s commitment to providing an exceptional customer experience.

“We value our clients and employees above everything else, and this outstanding score is a rewarding validation of that focus and the hard work our team puts in day in and day out,” said Michael Tiagwad, President and CEO of Conner Strong & Buckelew. “The beauty of the Net Promoter Score is that it distills so many elements of a customer experience into one incredibly important number. Our high marks didn’t happen by accident. We’ve innovated and implemented a number of best practices that drive an organization-wide focus on enhancing our customer experience.”

In its ongoing efforts to foster greater customer loyalty and maintain world-class service, Conner Strong & Buckelew has developed the REACH Model — a formalized approach to driving greater customer experience.

R – Rethink Your Definition of Customer Service

Even the transition from the term “customer service” to “customer experience” has profound implications for how an organization interacts with prospects and buyers. Customer experience goes beyond troubleshooting when problems arise. Good customer service is essential, but good customer experience encompasses every touchpoint, from high-level brand messaging to nuances like terms of service details or how easy it is to find answers on the company website.

E – Empower Leaders and Staff to be Client Advocates

With this broader focus on customer experience comes the need for all parts of the organization to be focused on client success. That starts with company leadership, who prioritize customer satisfaction and are held to hitting key metrics around engagement and experience. Throughout the organization, customer-facing employees share the company’s commitment to customer experience and understand the impact it can have on the organization’s success. All employees are empowered to speak up with new ideas or initiatives that could improve the broader customer experience.

A – Adopt Employee-driven Innovation

Innovation in any part of an organization must be driven by employees. That includes big ideas and initiatives that engage customers and enhance their experience. Companies can foster that passion for innovation by providing the time, resources and skills needed to develop new tools and approaches. Taking this a step further, we created a formal Innovation Challenge among employees, and implementing the winning ideas has had a significant impact on the customer experience.

C – Cultivate a Culture of Collaboration

If customer experience is a true organizational focus beyond frontline producers and account service teams, that focus can be enhanced by ensuring each part of the organization collaborates and contribute to a better overall customer journey. Each department works toward a shared goal and rely on each other to provide services and solutions that enhance the overall customer experience.

H – Help Customers Solve Their Biggest Challenges

Ultimately, customers want solutions to their problems and experiences that facilitate or enhance those solutions. In the insurance brokerage space, that means not only understanding the intricate risks facing different businesses and industries but how the general principal applies across all companies. The more an organization knows about the needs of the customer, the better suited it is to solve those challenges in a way that engages and satisfies.

The firm’s NPS score of 92 exceeded virtually all benchmarks in the insurance sector, with departments across both the Property and Casualty and Employee Benefits divisions receiving high marks in additional survey questions. Additionally, the firm received very high scores from customers for its communications in response to COVID-19, in which the firm created a dedicated COVID-19 Resource Center and sent frequent email updates to clients.

About Conner Strong & Buckelew

Conner Strong & Buckelew is among America’s largest insurance, risk management and employee benefits brokerage and consulting firms. The firm is an industry leader in providing high-risk businesses with comprehensive solutions to prevent losses, manage claims, and drive bottom line growth. Its employee benefits practice focuses on providing best-in-class benefits administration, health and wellness programs and strategic advisory services.

Founded in 1959 with offices in New York, New Jersey, Pennsylvania, Massachusetts, Delaware, Florida, and Georgia, Conner Strong & Buckelew has a team of nearly 450 professionals, serving clients throughout the United States and abroad. For more information, visit or follow us on LinkedIn (@ConnerStrong&Buckelew), Twitter (@connerstrong), Facebook (@connerstrongbuckelew) and Instagram (@connerstrongbuckelew).