All the headlines from our Customer Experience Topic Page, ordered by recency.
Aug 22 2016 // Emotional Connections.Great brands avoid selling products. Great salespeople cultivate emotional connections with customers. —Harvard Business Review, August 2016 How to Increase Sales.Discuss all coverages applicable...
Jul 7 2016 // Insurance companies that deliver a great customer experience are rewarded over the long-term by both consumers and investors, according to a new consulting study. The analysis by Watermark Consulting claims that insurers...
Jun 15 2016 // The structural changes announced by Zurich Insurance Group late last week are intended to organize the company “around the customer” and improve customer innovation, according to Chief Executive Officer Mario...
Jun 13 2016 // The winners of the first annual Innovation in Insurance awards include Allianz, AXA, Europ Assistance, MS&AD Insurance, and USAA.The program, jointly launched by Efma and Accenture, seeks to reward and foster...
Jun 6 2016 // Amazon.com scored its sixth annual victory in the 24/7 Wall Street Customer Service Hall of Fame last year, with 59 percent of customers reporting that they received excellent customer service from the e-commerce giant....
Apr 14 2016 // Jane Crispen of the Knight Insurance Group in Ohio was named the 2016 PIA National Customer Service Representative (CSR) of the Year.The award was presented April 8, 2016, at a ceremony in Arlington, Va., by the National...
Mar 24 2016 // Insurers that are not already using the data from their telematics programs for claims would be wise to do so early in their adoption of telematics as the task only becomes more difficult as more data is collected,...
Feb 22 2016 // It appears Google Compare’s grand experiment in online comparison shopping for auto insurance is dead – for now at least.Insurance Journal has learned that two of Google Compare’s major partners were told...
Dec 29 2015 // Premium misclassification or payroll misclassification is a significant issue for the workers’ compensation industry, according to Bret Shroyer, a solutions architect for Denver, Colo.-based Valen Analytics.Shroyer...
Nov 4 2015 // CARROLLTON, TEXASBest Agency to Work For – South Central Customer-Centric, Employee-Focused, Community-Oriented Customer service, customer service, customer service. Employees repeated those words over and over again in...
Oct 29 2015 // Arthur J. Gallagher — the international division of Arthur J. Gallagher & Co. – has appointed David Jack to lead its newly created Technical Advisory Board.The board will oversee a review of the business’...
Oct 7 2015 // A San Francisco-based rideshare service is investing more than $5 million to locate its new operations in Nashville and create 380 jobs in Davidson County.Gov. Bill Haslam and Economic and Community Development...
Oct 5 2015 // CARROLLTON, TEXASBest Agency to Work For – South Central Customer service, customer service, customer service. Employees repeated those words over and over again in their comments about Hotchkiss Insurance Agency,...
Oct 5 2015 // The insurance industry has some work to do to win over Gen Y customers, those ages 21 through 38.Members of the Gen Y generation, who were born between 1977 and 1994, are less satisfied with their homeowners insurers than...
Sep 17 2015 // The insurance industry has some work to do to win over Gen Y customers, those ages 21 through 38.Members of the Gen Y generation, who were born between 1977 and 1994, are less satisfied with their homeowners insurers than...
Aug 20 2015 // Kristine Azar The Jacksonville, Florida-based Brightway Insurance hired Kristine Azar as vice president of customer experience. Azar is responsible for Brightway’s customer experience strategies and execution through...
Jul 29 2015 // Crawford & Company® UK has announced its first initiative since the acquisition of GAB Robins. Its “Customer First” initiative combines the “two organizations’ customer service delivery models...
Jul 7 2015 // San Diego, CA, July 7 2015 – Effective June 1, American Claims Management (ACM) took over the third party administration of all Georgia and California personal auto claims for National Unity Insurance Company. The...
Jun 12 2015 // Specialist engineering and construction insurer HSB Engineering Insurance (HSB), part of Munich Re, has appointed Andy Wright as chief operating officer. Wright will be leading HSB’s operational strategy with primary...
Mar 31 2015 // Boston-headquartered Liberty Mutual said it is moving to a centralized service model for its personal insurance customers beginning in January 2016.This move involves transitioning local service activities into customer...