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

What is NPS?

In insurance, we throw around a lot of terms and acronyms.  It’s no different when we start digging into Customer Experience.

Unfortunately, dropping ACV or IBNR on someone may leave them with a glossed over look. 

Worse yet, they may not feel comfortable enough to ask the question:

“What does that mean?”

I know I’m an offender, especially when speaking about NPS or Net Promoter Score. 

You might know it’s a CX…see, just did it again!  You might know it’s a Customer Experience metric that is currently seen as the gold standard.

But what is it, how does it work, where does it come from?

We dive into those questions in this episode of The Insurance Nerdery.

Who is the Customer?

 

Customer Service, Customer Care, Customer Experience.

We all talk about these topics on a regular basis.  So answering the question of “Who is the Customer?” should be easy, right?

The obvious answer would be an insured.  A policy holder.

Alright, I’ll give you that.

But Claims folks deal with a number of different people on any given claim.  Is the insured the only person that is our customer? 

In this episode of The Insurance Nerdery, I challenge you Claims Pros. Because you know me, I don’t want to stop at the easy answer. 

Let’s level up our Claims Customer Experience!

Does More Money Equal a Better CX?

 

Spoiler Alert:  I don’t think paying more money on a Claim ensures a great experience.

After appearing on a podcast with my good friend Joey Giangola, another friend in the industry asked me where was my line for paying more money to ensure a great customer experience.

If we think cash is the only difference, we are definitely selling our Claims folks and our Customers short.

We jump into this discussion in this episode of The Insurance Nerdery.