All the headlines from our Customer Experience Topic Page, ordered by recency.
Feb 23 2015 // What ingredients make up a good account manager? What do you look for in terms of skills, knowledge, education and experience? Which responsibilities should management give them? The answers to these questions – which...
Nov 5 2014 // This is the era of big data and while it’s no surprise that insurance carriers are big players, the fact is that agents and brokers of all sizes also have a growing stake in big data.While the insurance industry has...
Nov 3 2014 // Customer service in property claims suffers when the contractor is left out of the settlement process and policy renewals may be in jeopardy because of it.That’s the word from the top executive of one of the...
Oct 27 2014 // Customer service in property claims suffers when the contractor is left out of the settlement process and policy renewals may be in jeopardy because of it.That’s the word from the top executive of one of the...
Oct 20 2014 // This is the era of big data and while it’s no surprise that insurance carriers are big players, the fact is that agents and brokers of all sizes also have a growing stake in big data.While the insurance industry has...
Sep 22 2014 // Many agents understand in principle that “customer experience” is the sum total of an agency’s interactions with prospects and policyholders. In practice, however, customer service often ends up focusing...
May 19 2014 // Facebook wants companies to pay up.In the past few years, major social media platforms such as Facebook, Twitter, and LinkedIn have started pushing businesses toward promoted posts, paid advertisements, and sponsored...
May 5 2014 // Customers who switch auto insurance carriers due to poor service often end up sorry they did because they end up paying more.While a poor experience with their insurer is the leading reason customers shop for, and...
Apr 24 2014 // Customers who switch auto insurance carriers due to poor service often end up sorry they did because they end up paying more with their new insurer, according to the latest J.D. Power 2014 U.S. Insurance Shopping...
Feb 20 2014 // Chevy Chase, Md.-based auto insurance giant GEICO announced Thursday that to keep up with its strong policyholder growth, its regional office in Fredericksburg, Va., plans to hire more than 725 new associates for growth...
Dec 2 2013 // Toyota Motor Cars, Toyota Production Systems, and Taichi Ohno have nearly perfected lean manufacturing techniques.TPS has been in constant pursuit of perfection since the concept of lean was introduced by Sakichi Toyoda of...
Aug 19 2013 // Insurance Journal has listened to readers, spoken with experts, combed through columns and articles and even searched outside insurance circles to find the best sales and marketing tips for independent agencies today. Here...
Jun 4 2013 // The National Alliance for Insurance Education & Research has announced the winners of this year’s National Outstanding Customer Service Representative (CSR) of the Year.Candidates for this award are all insurance...
Apr 3 2013 // Many believe there is still opportunity for independent insurance agents and their carriers to grab personal lines market share. But to do so they must find a way to compete against the giant direct response and captive...
Mar 11 2013 // Many believe there is still opportunity for independent insurance agents and their carriers to grab personal lines market share. But to do so they must find a way to compete against the giant direct response and captive...
Feb 22 2013 // Out of Office ExpectationsDoes your voice mail tell callers you are out-of-office and will return their calls when you return? Of course it does. Does your email advise people emailing you when you are out that you are out...
Jul 10 2012 // Independent Insurance Agents of Texas (IIAT) announced that Susan Tyner, commercial marketing account executive for Allred Thompson Mason Daugherty, a division of Higginbotham & Assocs. in Wichita Falls, was awarded...
May 23 2012 // Assurant Specialty Property, a provider of insurance services, said this week it is hiring as many as 100 new employees at its customer service centers in Gwinnett County, Georgia. The company is hiring part-time and...
Mar 23 2012 // At a time when many insurance carriers are centralizing their underwriting models and interacting more through technology, a recent survey has found that agency small commercial customer service representatives and account...
Jan 9 2012 // Chartis has appointed Murli Buluswar to the newly created position of chief science officer.In this role, Buluswar will be responsible for establishing a research and development function to study corporate business and...