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!

I Thought I Knew Gamma Iota Sigma


 

February is Insurance Careers Month.

So, it’s only fitting we talk about an organization helping the next generations of insurance professionals.

Going into it, I knew that Gamma Iota Sigma was an amazing organization for risk management students.

But following a conversation I had with their CEO, Noelle Codispoti, I realized I had a lot to learn.  Not only about the organization and the students, but what we can do to help with their mission.

In this episode of The Insurance Nerdery, we learn a bit about Gamma Iota Sigma’s mission and something that those of us in the industry can do.

Spoiler Alert:  we may have already started talking about it…and I’ve already seen some folks taking me up on a challenge I threw down.

What Are You Wearing?

 

Dress for success.  Fake it ’til you make it.  Look the part. 

If you dress more professionally you’ll be more trustworthy.

These are some quotes that we’ve probably all heard, either when we first joined the industry or when we made a transition in our career.

Well…maybe the last one was a tweet I received offering some advice. 

I’d link to the tweet, but it was deleted by the author after they received some advice about their advice from the Twitterverse.

When it comes to telling our stories using digital content, is looking “professional” the most important thing?  Or would we better served if “authentic” is seen as the most important. 

I can tell you it’s a topic that InsNerds has taken up a time or two.

In this episode of The Insurance Nerdery, we jump into the difference between professional and authentic.

Why’s a Claims Guy on Camera?



I know I’ve heard this question at least a few times. 

If we haven’t met before, you’re probably thinking the same thing.

I’m so glad you’re here by the way!

In this latest episode of The Insurance Nerdery, I tell you why I think this question is a problem.  The question I’d like asked is, “Why don’t we see more [insert Insurance Industry role here] telling their stories?”

Telling our unique stories, using whatever platform is most comfortable for us, is the best way to give our perspective of the industry we love.

And maybe, just maybe, people outside of our industry will begin to feel the love as well.

Now if you want to start telling your story, maybe submitting an article to the InsNerds Team is your first step