November 7, 2018
Adjusting Customer Experience: The Digital Divide
Digital communication has become so familiar that it might feel as though online technology has become more humanized. It hasn't.
October 16, 2018
5 Trust Builders for Smarter Settlements
Emotional neglect undermines customer satisfaction and company brand. It also sabotages settlement efficiency.
August 14, 2018
Claims Negotiations are Different
Settling a claim is very different than bargaining for contract terms or making a sale. It means dealing with people predisposed to the emotions associated
September 24, 2014
Broken Bottles, Broken Promises
Erosion of market share is closely tied to reduced brand equity from poor customer experience. Calling all callous claims organizations