All the headlines from our Customer Experience Topic Page, ordered by recency.
Feb 25 2010 // The Insurance Agents & Brokers of America (IIABA or the Big “I”) announced that Patricia Ann Daniel of Extraco Insurance in Waco, Texas, has been named Accredited Customer Service Representative (ACSR) of...
Nov 24 2009 // Bermuda’s XL Capital Ltd. has appointed W. Myron Hendry to the newly created position of Chief Platform Officer, based in Stamford Conn. He will join XL on December 1 and will be responsible for all operational IT...
Oct 28 2009 // Today, it’s all about doing more with less. But how do insurance agencies increase productivity while decreasing expenses?For many agencies, technology solutions are critical. If the focus in the first half of the...
Oct 5 2009 // Today, it’s all about doing more with less. But how do insurance agencies increase productivity while decreasing expenses? For many agencies, technology solutions are critical. And if the focus in the first half of...
Aug 3 2009 // When asked to list the major strengths of their agency, most owners usually include the agency’s quality of service to the client. In the typical agency, the customer service representative is the foundation of good...
Jul 20 2009 // What does it take to deliver outstanding customer service? Kimberly J. Muesse, a senior account manager with the Lockton Cos. in Houston, should know: She’s won a string of awards during her 25-plus years in the...
Jul 6 2009 // The National Alliance for Insurance Education & Research has named the state award winners who will compete for the national Outstanding Customer Service Representative of the Year for 2009.Each year, a group of...
May 18 2009 // What do agents want from their insurance carriers? Surprisingly, compensation is not No. 1 on the list. Rather, independent insurance agents would rather have a good relationship with a carrier that is responsive. One...
May 18 2009 // Poor customer service is making headlines these days, and to some extent, it’s no wonder. Many companies facing economic pressures have been forced to layoff staff or reduce hours. And remaining employees are forced...
Apr 20 2009 // What does it take to deliver outstanding customer service? Kimberly J. Muesse, a senior account manager with the Lockton Companies in Houston, should know. She’s won a string of awards during her 25-plus years in the...
Jan 26 2009 // As the U.S. economic slowdown deepens, middle-market companies are reassessing their relationships with insurance brokers and adopting a more bottom-line approach to securing insurance coverage.Historically, middle-market...
Dec 21 2008 // In today’s soft market, transforming your agency to a sales culture is no longer optional.Like most agency principals, I know that quality service is critical to customer loyalty and business retention. But in...
Dec 18 2008 // The Independent Insurance Agents of Texas is updating its training program designed to provide agents with a foundation in commercial and personal lines insurance.Beginning in January, IIAT is taking the best elements of...
Sep 22 2008 // On the side of a Utah highway, the client had been pulled over by a state trooper at a traffic stop. It was a frustrating experience, made even more so when the officer politely asked: “Why was there no insurance...
Aug 21 2008 // providing [the Department of Insurance] a well-crafted response.Receiving a letter from the California Department of Insurance concerning a customer’s complaint is truly an unsettling experience for many agents. The...
Aug 7 2008 // For the second time in the history of the award, two winners have been chosen to receive the “National Outstanding Customer Service Representative of the Year Award” from The National Alliance for Insurance...
Jul 1 2008 // The ability of customer service representatives to resolve customer issues is the most critical driver of customer satisfaction, loyalty, and word of mouth recommendations. Yet one in five customers report their experience...
Jun 25 2008 // Regional carriers rate better in underwriting experience, relationships and stability as well as in customer service and agency relations than their national competitors in the view of independent agents. Regional insurers...
Jun 16 2008 // Regional carriers rate better in underwriting experience, relationships and stability as well as in customer service and agency relations than their national competitors in the view of independent agents.Regional insurers...
Jun 2 2008 // State Farm and smaller Northwest insurers are among the best at taking care of customers after an accident. Some larger insurers — Progressive, Allstate, Safeco and Farmers Insurance — are among the worst. That was the...