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Posts Tagged ‘service’

I spoke this morning with an operations executive at a large insurer which distributes personal lines products through independent agents. He said that they are working feverously to deliver digital service tools to the customer service representatives (CSRs) at agents because they know that the average CSR is now 19 to 26 years old. This […]

May 29th, 2015 | Filed under Uncategorized

I bought my wife some flowers recently, and was shocked to discover that the florist—as of this minute, my ex-florist—no longer gives out those little cards you tuck in the arrangement. The person behind the counter said, “We have these new ones from Hallmark, for only 99 cents…” Huh? I’m spending $20 on cut flowers […]

May 5th, 2014 | Filed under Insurance, Marketing, Strategy

For those interested in how new data techniques and availability are changing business models, I can recommend the article Smarter Information, Smarter Consumers in the latest edition of Harvard Business Review. http://hbr.org/2013/01/smarter-information-smarter-consumers/ar/1 The central premise is that legislation in the U.S. and U.K. now requires government agencies to make public data available and consumable in electronic […]

Jan 1st, 2013 | Filed under Insurance