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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.

Customer Service Strategy Local Government

Watch Customer Service Strategy for Local Government on YouTube I’m John Tschohl. I’d like to talk about the service strategy for local government. I happen to live in Bloomington, Minnesota. I think it’s probably one of the most customer service driven cities in the world. If you want to improve the customer experience, if you … Read moreCustomer Service Strategy Local Government