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How a Small Insurance Company Uses their Service Guarantee to Increase Revenue 7 times

I have worked with Tom Raffio, of Northeast Delta Dental, since April 1990. Back then he and Dr. Bob Hunter implemented a radical Guarantee of Service Excellence at Delta Dental Plan of Massachusetts. In 1995, Raffio took the position of President & CEO of Northeast Delta Dental, which was in financial crisis. He immediately implemented … Read moreHow a Small Insurance Company Uses their Service Guarantee to Increase Revenue 7 times

Auto Insurance…The Need for Speed.

In 2017, Ping An, China’s second largest insurers and the biggest non-state-owned company by revenue, rolled out a “Superfast Onsite Investigation” system — enabling policy holders to submit claims by simply operating a smartphone app and answering a few questions. Fender Benders, even minor ones, used to mean interminable hassle for Chinese drivers. One could … Read moreAuto Insurance…The Need for Speed.

Why it’s Almost Impossible to Implement a Service Culture Plan

I have been talking and writing about customer service longer than anyone else in the world, letting both large and small companies know that it’s fiercely competitive out there and the only way to compete and win is with superior customer service. It will help you retain customers, build market share and improve worker performance. … Read moreWhy it’s Almost Impossible to Implement a Service Culture Plan

Success is Staring You Right in the Face

Even the most successful companies are in constant competition for business.  What sets them apart often boils down to one factor…outstanding customer service.  I have spent 44 years focused on customer service.  I have written hundreds of articles, as well as 7 books on the topic.  I have also been interviewed on television and radio … Read moreSuccess is Staring You Right in the Face

If you invested $1,000 in Amazon in 1997, How Much Would You Have Now?

In a September 2018 Money magazine article, authors Megan Leonhardt and Shawn M. Carter did a nice job of showing the value of investing $1000. Very few executives want to copy Jeff Bezos the founder and CEO of Amazon. Sales in 2018 increased $41.9 billion a 31% increase in sales. I suspect this year they … Read moreIf you invested $1,000 in Amazon in 1997, How Much Would You Have Now?