Brand Management & Sales
Help Us Find More Business, Agents Tell Carriers
Carrier relationships are more helpful than technology in all areas of service that agents deliver to customers, but carriers are least helpful in both relationships and technology when they're ...
Is Anybody Listening? What Agents Say About Carrier Relationships
Nort Salz, CEO of Deep Customer Connections, has been surveying agents on behalf of individual P/C insurance carrier clients for years. Recently, as he tallied up responses from a broader survey—of ...
Farmers Transformation Focuses on ‘Smart’ Service to ‘Smart’ Customers
A Facebook friendship and a car accident are two of the three factors that prompted the former chief marketing officer of Best Buy to take on the same role at Farmers Insurance in late 2011. The last ...
Mercury ‘Super Agents’ Take to National Airwaves
Be on the lookout for super agents on a high-tech mission to better inform and serve insurance customers. That's the theme in a series of techy and dynamic Mercury Insurance commercials now popping ...Mission vs. Vision: What’s the Difference?
The first principle of getting culture right is to put a brand strategy in place—a vision which can then guide the selection of core values. But what does a thoughtful brand strategy framework look ...
Branding From the Inside Out
When Howard Schultz embarked on a brand refresh for Starbucks a few years ago, he didn't make a high-profile change to the logo—he closed all outlets for a few hours so he could coach managers on ...
Why Insurance Leaders Should Pay Attention to Omnichannel
There are more than 70 million Americans between the ages of 18 and 34, according to the U.S. Census Bureau. And while we'd love for 400,000 of them to pursue careers in risk management and ...
You Can’t Advertise Your Way to a Great Customer Experience
What would it take to convince people that your business delivers a great customer experience? For tech giant Microsoft, the answer was more than $1 billion. That's how much the company reportedly ...