Latest Customer Experience Headlines
All the headlines from our Customer Experience Topic Page, ordered by recency.
How Software-As-Service Helps Agents Do More With Less
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...
Now Is Time to Re-Evaluate Agency Systems to Do More With Less
Oct 5 2009 // Hosted, or Saas-Based, Solutions Allow Access to Core Technologies Without Heavy IT Investment Today, it’s all about doing more with less. But how do insurance agencies increase productivity while decreasing...
Doing More With Less
Aug 3 2009 // Steps to Ease the Stress of Customer Service Reps in Today’s Tough Times 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...
For Award Winning CSR, Going ‘Above and Beyond’ is Part of the Job
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...
2009 Outstanding CSR State Award Winners Named
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...
What Do Agents Want?
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...
Don’t Repeat the Seven Deadly Sins of Customer Service
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...
For Award Winning CSR, Going ‘Above and Beyond’ is Part of the Job
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...
Study: Recession Pressuring Middle Market to Value Price Over Service
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...
Customer Service Centers Can Help Your Agency in Today’s Competitive Environment
Dec 21 2008 // The Key May Be Finding the Right CSC Partner 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...
Texas Agent Group Revising Essentials Training Program
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...
The Road to a Paper-Free Environment Goes Beyond Technology
Sep 22 2008 // Paperless Agencies Create Better Workflows, Enhance Service, Security and Save Money, Too 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...
Responding to an Insurance Department Request for Assistance
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...
National Alliance Names 2 Outstanding CSRs for 2008
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...
Study: Call Center Issue Resolution Drives Loyalty, Retention, Satisfaction
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...
Strengths and Weaknesses, Part 1: What Agents Think of Regional, National P/C Insurers
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...
Exclusive Survey, Part 1: Strengths and Weaknesses – What Agents Think of Regional and National P/C Insurers
Jun 16 2008 // Where Regional P/C Insurers Beat Out Nationals … and Where Nationals Outperform Regionals Regional carriers rate better in underwriting experience, relationships and stability as well as in customer service and agency...
Oregon Collision Shops Give State Farm High Customer Service Marks
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...
Oregon Collision Shops Give State Farm High Customer Service Marks
May 27 2008 // State Farm and several smaller Northwest-based auto insurers continue to be among the best at taking care of their customers after an accident. And some of the other larger, best-known insurers –including...
