Latest Customer Experience Headlines
All the headlines from our Customer Experience Topic Page, ordered by recency.
In Race for New Personal Lines Insurance Business, Exclusive Agents at Disadvantage
Apr 26 2019 // Personal lines insurers have only one option when it comes to growing their business: they must steal market share from competitors. That’s because each year brings very few new customers. Only about two to three...
Students from Eight Colleges Participate in Virtual Agency Competition
Apr 15 2019 // College students from eight universities recently formed teams and spent a month running a simulated insurance agency as part of a virtual online competition developed by PriSim War Games, a provider of computerized...
Good Training: Why Agencies Should Invest in People
Apr 15 2019 // Employees should have continual training. They should be trained in “conflict resolution, hospitality and emotional intelligence,” according to Richard Branson of Virgin Cos. Employees need to truly understand...
Why the Industry Must Embrace Change
Apr 15 2019 // Change is a great way to build, personally and professionally. If we want to stay relevant in our industry, we have to learn how to embrace change. Today, we are changing at the fastest pace our industry has ever seen....
Relationship Between Boeing, FAA Safety Regulators Under Scrutiny
Mar 25 2019 // Soon after Lion Air Flight 610 plummeted into the Java Sea last October, killing all 189 people aboard, Boeing Co. began to point gingerly toward mistakes the airline may have made. A preliminary report by Indonesian...
9 Insurance Agency Start-Ups: Why and How They Set Out on Their Own
Mar 22 2019 // What motivates people to take a risk in an industry dedicated to managing risk? New independent agencies are born of various circumstances. Sometimes it’s about seizing an opportunity that comes along; other times,...
Serving Up The Right Coverage
Mar 18 2019 // It’s a good time to be in the restaurant industry. Restaurant sales in 2018 were projected to reach $825 billion — a 3.1 percent increase over 2017, according to the National Restaurant Association (NRA)....
3 Claims Areas Where Property Insurers Disappoint Customers
Mar 18 2019 // Property insurers are falling short in some areas of the claims process even as they earn high marks for overall customer satisfaction, according to the J.D. Power 2019 U.S. Property Claims Satisfaction Study. J.D. Power...
Federal Flood Insurance Premiums Could Rise in Flood-Prone Areas Under Trump Plan
Mar 12 2019 // Flood insurance premiums could rise and property values fall in the most deluge-prone areas under a plan the Trump administration intends to roll out in coming weeks to change the way risk is calculated under the National...
What Young Insurance Agents Earn, Think and Say
Feb 27 2019 // Young agents want change. They want more diversity in the agency sales ranks. They want better paths to grow in their careers. They want other agents to adhere to professional standards and ethics. They want faster and...
Eating an Elephant: Tales from 9 Agency Start-Ups
Feb 18 2019 // What motivates people to take a risk in an industry dedicated to managing risk? New independent agencies are born of various circumstances. Sometimes it’s about seizing an opportunity that comes along; other times,...
Look Who Is Betting on the Agency System
Feb 15 2019 // According to some pundits, buyers should all be online and the agency system should be dead by now. However, it appears not everyone got that memo. Here are some recent examples of companies, techies and investors betting...
7 Different Insurance Career Options
Feb 13 2019 // This is Insurance Careers Month. I really enjoy when this comes around every year. It’s a chance for me to remind some (and educate others) that the insurance industry is a great career to work in. It has been good...
Progressive Embarks on Hiring Binge: 10,000 People in 2019
Jan 25 2019 // Insurer Progressive said it expects to hire more than 10,000 people in the coming year to support its growth. Positions will include IT and analyst roles, corporate functions, customer care and claims roles. The...
Coinsurance is the Insured’s Friend
Jan 23 2019 // Coinsurance. For some of us, that’s one of the worst words that I could write. You’re already mad at me and you haven’t even read the first paragraphs. For many of us, it’s a word that you barely...
Who’s Investing in the Agency System
Jan 21 2019 // According to some pundits, the agency system should be dead by now. However, it appears not everyone got that memo. Here are some recent examples of companies, techies and investors putting their money where their mouth is...
When Words Collide: A Year Long Academy Event
Jan 8 2019 // Welcome to the new year. I hope that it is full of possibility for you and yours. If you’re a regular reader (and why wouldn’t you be?!?), you may notice that this is going out early this week. I had to do that...
The Customer Is in Control
Jan 7 2019 // It’s Time to Get Out in Front and Not Fight Gone are the days of carriers leading the entire purchasing cycle of insurance products and financial services. In an environment of unprecedented change in our industry,...
Ohio Agents Group Adds Fitzsimmons as Customer Experience Manager
Dec 28 2018 // Ohio Insurance Agents Association has hired Ashley Fitzsimmons as customer experience manager. Growing OIA’s vision to be a “change agent for agent change,” Fitzsimmons has a goal to lead the...
The Bad News About High Auto Insurance Customer Satisfaction
Dec 10 2018 // Record high customer satisfaction among auto insurance customers is clearly good news for customers, especially at a time when their overall customer experience is being tested by the rising cost of auto insurance. For...
