Borrowing a line from James Carville's presidential campaign advice, "It's the economy, stupid," we have to grasp the real supply of sustained growth and tell ourselves, "It's the client experience, stupid." Can we awaken and focus on the customer experience? Do we truly understand what they need? Do we understand...

Are you tired of spending money on Television channels you do not watch? Or, experiencing dissatisfaction out of your cable provider, but locked right into a contract? Many TV watchers are getting rid of cable.Leichtman Research Group's latest data shows cable companies lost 455,263 subscribers in Q2 of 2021, while...

As installments of COVID-19 still increase in Florida daily, officials turn to slow the spread from the virus. "New executive orders are coming weekly, changing our daily routines it is important to stay informed," says Ellsworth Buck, Vice President of Insurance Florida's largest independent homeowners insurance agency.On Friday, Gov. DeSantis...

From time they're little, many people dream of being married someday. Who will the person be? How will they meet? The number of beautiful children will they have? Typically, nowhere in those fantasies do the topics of shared financial responsibilities and preparation for that unexpected come into the equation. But...

The independent body shop banner Certified Collision Group this month announced it added 52 locations between January and March, bringing the consortium’s shop count near to 600 facilities across 39 states. "As we've collectively navigated through the challenges of history 12 months, our type of supporting and amplifying independent, OE...

CNET Roadshow last week posted a relevant video featuring editor at large Brian Cooley explaining the complexity features like advanced driver assistance systems and head-up displays could add to automotive glass replacement. The April 21 video also contains an extensive interview with Society of Collision Repair Specialists Executive Director Aaron...

If you'd like to learn the way forward for the economy, just ask a Millennial. This generation, born in the 1980s and 1990s, has transformed the expectation of how and why we buy certain products. With a preference for digital services, Millennials have influenced the business models of a lot...

Every aspect of the approach we take to interact with services and product providers has become digitized, but it doesn’t try to go partway. As insurers, we have to ask ourselves, "What does an entire digital experience for the customers and policyholders seem like?" In my travels during the last...

This is definitely an open letter to everyone writing about "disrupters" and also the insurance "customer experience," citing "industry experts" and "top insurance executives": For the love of God, please, please, PLEASE stop comparing buying insurance to buying a consumer product on Amazon! Case in point - from an "industry...

According to McKinsey, customer satisfaction with your company has more to do with the end-to-end experience than individual touchpoints. This is important to know, because we tend to evaluate business performance based on distinct metrics for example call handle times, quote starts or quote conversions. While simultaneously facets of the...