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

Five Ways to Add Value That Do Not Cost You a Penny!

As a consumer of insurance, I am tired of hearing about how every carrier can save you hundreds of dollars on your insurance.  If this is true, if you switch often enough, insurance should theoretically be free… shouldn’t it? There is no perception of value when all that is communicated is the price! Consumers may … Read more

The Attachment Point: Slackchat #1

With a little inspiration from 538 and frequent Insurance Nerds contributor, Rob Galbraith, we’re trying something new!  We love the interactivity of our podcasts, but as busy insurance professionals, we were finding it hard to find time to connect.  Starting today, you can expect a recurring series of posts titled The Attachment Point to appear on or around Thursday … Read more

Employees, Innovation, and Continuity

This article originally published in Carly’s AM Best Monthly column in the October 2017 edition. As insurers increase their use of artificial intelligence and automation, employees may fear being replaceable or losing responsibilities that they enjoy. Artificial intelligence and automation will increase efficiency and improve the overall experience for consumers if done correctly.  In addition … Read more