Cybercrime: The Ultimate Brand Killer

Portions of this article first appeared in BCBusiness in July 2019 Given all the headlines about big corporations falling prey to cybercriminals, you might think they’re the only victims. That misconception could not only ruin your business but the businesses the insurance industry wishes to protect. The problem with cybercrime is that you need to … Read more

Are you wasting your money on promotional marketing?

Photo Courtesy of Xperience PromotionsThis article has to start with a shout out to Bobbie Shrivastav, of Benekiva. As part of a long twitter conversation, amoungst some of the brightest in the industry, the topic of promotional marketing came up, and Bobbie asked me to write an article on this subject.I have been involved in … Read more

The One With Rob Galbraith

I happened to catch The Most Interesting Man in Insurance in the insurance wild.  He was releasing his book, The End of Insurance As We Know It, at the Insurance Library Association of Boston.

While on my insurance safari, Rob Galbraith spoke with Nick Lamparelli about some major themes in his book.  Then he opened to the audience for any questions.

During audience participation, Dan Findley of the Andover Companies showed that even carriers that have centuries of experience are looking to the future when he asked Rob:

What should incumbent carriers be thinking (read:  worried about) when it comes to new insurtechs entering the marketplace?

Rob gives us a couple of non-insurance examples in his response.  And you’ll be surprised when he says the time to worry is not when the insurtechs are doing what the carriers are doing.  But something else.

We were able to capture this moment of the Q & A in this episode of The Insurance Nerdery.

How to Create a Superior Customer Experience

Customer experience is vastly different from customer service. Customer service deals with a single point of engagement between the customer and your brand while customer experience delves into how the customer engages with you from initial contact to their final engagement. Customers first find out about brands through various points of contact; Social media, radio … Read more