Latest Customer Experience Headlines
All the headlines from our Customer Experience Topic Page, ordered by recency.
Management for the 21st Century
Mar 11 2002 // What ever happened to Total Quality Management (TQM)? Was it just another passing fad? Was it a concept that ended up on the trash heap of old management thinking? TQM has been around for a long time and will continue to...
Management for the 21st Century
Mar 11 2002 // What ever happened to Total Quality Management (TQM)? Was it just another passing fad? Was it a concept that ended up on the trash heap of old management thinking? TQM has been around for a long time and will continue to...
Customer Service at Its Best: Defining the’Perfect’ CSR
Sep 17 2001 // When asked to list the major strengths of their agency, most owners usually include the agency’s quality of service to the client. In the typical agency, the customer service representative is the foundation of good...
Customer Service Nightmare
Jul 23 2001 // In the continuing quest for great customer service, I offer the following excerpt from a newsletter published by Jack Fries of Fries & Fries Consulting. Recently I received a renewal billing on my BOP which included...
Watt Wins IIAT Drex Foreman Award; Shofner Young Agent of the Year
Jul 9 2001 // Will E. Watt, chief executive officer of Rust, Ewing, Watt & Haney Inc., Texas City, was named the winner of the 2001 Drex Foreman Award at the Independent Insurance Agents of Texas convention in San Antonio. Watt has...
“E-insurance: Creating a Competitive Advantage” Excerpted from a report written in co-operation with
Jul 3 2001 // Levels of e-business development Despite the desire to deepen customer relationships, reduce costs and develop new sources of revenue, few have gone far in terms of creating distinctive web-enabled services. To date, only...
NAII Survey Reveals Insurers Use Internet to Enhance Customer Service
May 25 2001 // According to the results of a recent study, property/casualty insurers are no longer using the Internet to simply provide information to customers and prospective policyholders, they are using the web to offer clients and...
How Agents Won on the Web, Four Web Venture Profiles
May 14 2001 // A century ago, agents found customers where they gathered—at church, their place of business or the local watering hole downtown. This marketing strategy still works today—only now many agents are going through...
Successful e-Marketing, Using Cutting-Edge Technology to Keep Customers Happy
Apr 16 2001 // Depending on how you felt about e-commerce before, current events in the tech world can inspire emotions ranging anywhere from despair to gloating. But before you decide that it’s perhaps a good time to stay away...
Successful E-Marketing: Using Cutting-Edge Technology To Keep Customers Happy
Apr 9 2001 // Depending on how you felt about e-commerce before, current events in the tech world can inspire emotions ranging anywhere from despair to gloating. But before you decide that it’s perhaps a good time to stay away...
How Do You Plan to Use the Surplus Line Market in 2001′ Readers Respond
Jan 29 2001 // In the Sept. 4, 2000, issue of Insurance Journal we ran a one-page survey in hopes of finding out how you, our readers, plan on using the surplus line market in 2001. Four of the 32 respondents returned the form via fax,...
What I’ve Learned from Y2K: It’s All About Keeping Your Customers Happy
Dec 25 2000 // The year 2000 was an interesting year. And if we mix our own lives in with the news events of this past year, it started and ended with a bang. Think about it, we were huddled in our shelters waiting for Y2K to bring...
Bad Service Means Lost Business for Banks, Insurers, Others
Aug 25 2000 // Bank customers tired of bad service are closing their accounts according to a new survey. More than 60 percent of consumers polled by software company Mobius Management Systems Inc. said they have cancelled bank accounts...
