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

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.