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.
Helping People Help People - that's John's true passion.
As a Claims Leader in the insurance industry, he was able to live that passion through mentoring and coaching licensed insurance adjusters so that they were prepared to help customers and claimants through their most difficult experiences. He has been fortunate enough to lead award-winning teams of insurance professionals as well has been able to lead and participate in cross-functional capacities focusing on the improvement of the Customer Experience.
He is currently on a mission to help improve upon the relationships between Carriers, Agencies, and Clients so that the Customer wins.
He has been referred to as an "Insurance Nerd", "Claims Guy", and "Customer Experience Fan Boy" - and when asked John says he would have to agree!
John also co-hosts "The Insurance Nerdery, an Insurance Nerds Production" which provides commentary about the insurance industry.