customer experience

Email is a mixed blessing for commercial lines insurers: It’s a fast, convenient way to communicate with policyholders, but because of email’s freewheeling format, every message is different and standards are few.... Read More >
A colleague of mine recently sent me a fascinating article entitled, “Transient Advantage,” authored by Rita Gunther and published in June’s Harvard Business Review. If you are a business professional, if defining strategy is part of your job, or if you’ve ever uttered the phrase “competitive advantage,” then I advise you to STOP and go read this article NOW. To make it easy for you, here’s a link: ... Read More >