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Customer Service Role Models 17 years Later: May 2003 vs September 2020

In my book Relentless, I talk about what happens if you are not relentless. Relentless has to be a lifetime commitment. A focus on customer service can’t be an add-on. If you’re going to be successful, you’ve got to be “Relentless”, today, tomorrow and for all time. In May 2003 I invested $1,000 in 9 … Read more Customer Service Role Models 17 years Later: May 2003 vs September 2020

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 more How 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 more Auto Insurance…The Need for Speed.