Social Media

Keeping Customer Contact Personal


Frank Heaps
Director, P&C Product Marketing
StoneRiver

The world of electronic media is expanding rapidly. New methods of communications are being delivered quickly on new devices. Some devices leverage existing technology like email, some provide a complementary communication method like smart phones and tablets, other are breaking new ground. The ironic point of this is that these tools provide more ways to provide personal contact and communications in a traditionally impersonal way--with no human contact.

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Using Customer Care During Natural Disasters to Retain Customers


Frank Heaps
Director, P&C Product Marketing
StoneRiver

Late summer was a rough time for the East Coast of the United States between the earthquake centered in Virginia and Hurricane Irene. Neither event was very severe, and most of the major damage was localized to a few areas. That is good since Irene was a large storm that lost energy, and no one expected the earthquake. Thousands are recovering from the hurricane, but the forecast was for millions to be impacted—at least 1 in 5 Americans. The earthquake was a surprise that was limited in damage.

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Changing Expectations of Consumers


Frank Heaps
Director, P&C Product Marketing
StoneRiver

Are you keeping up with your customers? Technology is changing rapidly; we all know that. We also understand that keeping up is a huge challenge. All this change is reshaping consumer expectations and they will quickly change their expectations of their insurance carriers. Youth generally drives technology change but older consumers are quickly embracing the ability to easily access and update information. All this inter-connectivity has been around for years, but the user interaction has become so simple and so seamless that basically anyone can do it. However, too many carriers are still processing insurance on systems that are 30 years old and cannot easily adapt to the new world.

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