The importance of customer service and the power it has to capture and retain clients was the topic of discussion in this week's episode of Business Accelerator.

Clients today expect instant engagement. Responding within five minutes of an inquiry significantly boosts conversion.

Further to that, communication must be upheld. The biggest client grievance isn't about rates or fees – it's lack of communication.

In a digital age where automation risks making service feel impersonal, brokers who prioritise human connection will thrive.