archiveCustomer Experience

Currently licensed to sell personal insurance in Ny, Lemonade plans to expand and set a standard within the insurance industry. According to Fortune, the startup Lemonade began by Daniel Schreiber and Shai Wininger and is loosely based on the principles of successful sharing economy companies such as Uber and Airbnb.Lemonade...

"Hello, undefined: How's it going?" We've all seen bad marketing emails where that which was said to be a personalized greeting or communication goes terribly wrong. These failed attempts at personalizing the client experience possess the exact opposite effect that they are designed to when the data is bad. It...

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...

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...

You can't rebuild your customer experiences per day. Take a look at client satisfaction data to obtain the parts of your experience that are high in importance but lower in performance that will help you prioritize where to start. Then focus on these areas, but be sure you have a...

A screenshot of a user editing his facebook post with Grammerly I hope these brief thoughts about FCX could help you design a much better product, delivering it to the customer where and when it’s needed. Do you have any thoughts or examples about FCX? Let me know in the...

Customer experience (CX) is just about the lifeblood of virtually every industry in the world. Carriers that once sidelined it in support of other internal facets of their business have come to understand that positive and expedient customer interaction is integral to maintaining customer relationships and building brand new ones....

A customer purchasing car insurance lives somewhere, in a house or perhaps an apartment that requires homeowners' or renters' insurance. A customer seeking homeowners' or renters' insurance might have a vehicle or two parked out front. And how a number of these individuals also run their very own business ventures?...