The country and economy are reopening, albeit slowly and cautiously. However, hackers and other digital bad actors have been busy coming up with new schemes that agencies must confront. Not only that, agencies must now rethink how they protect themselves. …
One challenge that agents face during this pandemic has been ignored: high stress levels, not just from housebound, income-challenged clients but also from agency staff working from home. I have heard many stories from agents: quiet neighbors suddenly given to …
New regulations, insurer pressure and growing consumer alarm about online security will force agents to act this year to protect their data from unfettered use by third-party vendors. The NAIC Insurance Data Security Model Law has already been adopted in …
New regulations, insurer pressure and growing consumer alarm about online security will force agents to act this year to protect their data from unfettered use by third-party vendors. The NAIC Insurance Data Security Model Law has already been adopted in …
Among carriers, the silo model in which departments operate independently and do not easily collaborate on common goals is well-documented. Among agents, however, no matter the size, silos can create problems and unintended consequences. “I’m not big on silos, except …
Every agent I’ve met in the past decade understands the need to adapt in some way to the digital marketplace — a better-looking website, a more effective email marketing program or adding a mobile app. When the discussion turns to …
In a column last year on messaging, I talked about the value of a secure means for agents to text prospects, policyholders and insurers and the number of messaging apps and companies offering messaging services. Apps such as Facebook Messenger …
In my last column, we discussed agents’ critical task of delivering the best possible customer experience to differentiate themselves from competitors. To do that, agents need to closely examine every task they perform for policyholders and prospects and find ways …
The term customer experience has become a catch-all, almost cliche phrase, even if its critical importance is undeniable. For agents, customer experience cannot be an abstract or ill-defined term if the goal is to have more than marginal progress in …
Two years ago, I wrote a column on “speed-to-value,” in which the time agents took to respond to and resolve inquiries/requests from policyholders and prospects had become an important factor in customer satisfaction. What a difference two years makes. Today, …
