Dear Insurance Industry. . . a letter from those you serve

Photo by Suzy Hazelwood from Pexels If your customers were to write you an honest letter about what they were feeling and what their concerns were, what would you do?  In his monthly column for Insurance Nerds, Richmond-based employee engagement and internal brand communications expert Ben Baker shares his insights into how to communicate value effectively, so people … Read more

CX in a Post-Pandemic World

If we want to capture the hearts and minds of our clients, stop being viewed as commodities, and instead be brands worth loving, excellent customer experience (CX) is the pathway to success. In his monthly column for Insurance Nerds, Vancouver-based employee engagement and internal brand communications expert Ben Baker shares his insights into how to … Read more

Not Another 2019 Retrospective?

It is December, and every writer out there is thinking what retrospective am I going to write to tie the previous year up in a little bow?  How am I going to take the year that was, make sense of it and inspire people towards great things in the year to come? So, I ask … Read more

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