Customer experience is top of mind for insurance executives these days. To attract, retain and engage customers in the age of Facebook and the iPad, carriers are more willing than ever to sacrifice previously established best practices in favor of new technologies and fresh approaches that aim to mitigate customer churn. Yet there still are some obvious places where they are missing the boat.

Consumer behavior and expectations, along with pressures to conduct business more efficiently, are making the shift toward mobile platforms more than just a fad.

To gain insight into what carriers can do to better meet the needs and preferences of producers, Deloitte surveyed almost 650 U.S.-based life and annuity producers on a variety of issues including the outlook for their business, their level of satisfaction with the support they receive from carriers, and the factors that drive their selection of a carrier when placing new business.

As an insurance agent, you know that the worst-case possibility of having a case declined exists.