How can teams convince consumers they aren't just numbers?

  • Teams should eliminate redundancy between roles of team members and stress the benefits of specialization, top team leaders say.

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Mark Spain, an agent who heads up an 85-member agent team, says the no. 1 complaint consumers tend to have about agent teams is that teams treat them like a number, not a person. “They feel like they’re a number and they get touched by a bunch of different people,” he said.