A Balancing Act

Pozzi, Steven R.
April 2008
Best's Review;Apr2008, Vol. 108 Issue 12, p92
Trade Publication
The author reflects on the balance action in treating customers in the insurance industry. The two goals of the industry include customer satisfaction and shareholder enrichment. He points out the achieving customers, shareholders satisfaction and insurance carriers. He stresses that if the insurance companies create a profitable customer-focused, they can exceed future market cycles.


Related Articles

  • Satisfaction, Complaint, and the Stock Value Gap. Luo, Xueming; Homburg, Christian // Journal of Marketing;Jul2008, Vol. 72 Issue 4, p29 

    This article introduces the concept of a stock value gap—the shortfall of a firm's actual market value from its optimal market value, as measured by a best-performing benchmark. Using a large-scale, real-world database, the authors test the effects of both customer satisfaction and...

  • Calculating the return. Yoswick, John // South Texas Automotive Report;Mar2008, Vol. 10 Issue 6, p4 

    The article discusses the findings of a research study on customer satisfaction index (CSI). The entry indicates that shareholder value increased for companies whose customer satisfaction ranking within the same industry remained constant. It also gives information on the CSI worksheet developed...

  • New Year's Agency Resolutions. Walkotten, Wayne A. // National Underwriter / Property & Casualty Risk & Benefits Manag;1/13/2003, Vol. 107 Issue 2, p13 

    Presents a checklist to improve the financial health and customer satisfaction of insurance companies in the U.S. Minimization of the risk of employee embezzlement; Exercise of good underwriting habots; Development of profitable producer compensation programs.

  • Focusing on the customer. Klein, Mark M. // Best's Review / Property-Casualty Insurance Edition;Dec95, Vol. 96 Issue 8, p55 

    Reports that the concept of customer satisfaction is foreign to insurance companies. Confusion over customer identity; Inefficiencies in policy processing; Value of delivery.

  • Learn from your customers or future may be bleak. Zacher, Annette // Best's Review / Property-Casualty Insurance Edition;Aug95, Vol. 96 Issue 4, p72 

    Focuses on the advantage of formal and systematic measurement of customer satisfaction for insurance companies. Development of a survey for insurance consumers; Striving to meet customer needs; Questions on different aspects of service; Complaining customers as an asset; Future methods of...

  • Customer Centricity in the Insurance Industry: Fad or for Real? BARANOFF, ROBERT M. // LIMRA's MarketFacts Quarterly;2013, Issue 4, p99 

    The article offers the author's insights on aspects of customer centricity or the customer-centered approach of the business in the insurance industry.

  • LOMA Retains J.D. Power And Associates To Conduct A Life Insurance Consortium Study.  // Insurance Advocate;3/31/2003, Vol. 114 Issue 13, p35 

    Reports on a program designed to provide clear customer feedback to life insurance providers. Reasons for selecting a life insurance provider; Customer satisfaction; Individual provider profiles with competitive comparisons.

  • Poor service drives people to switch auto insurers.  // Farm & Dairy;6/12/2014, Vol. 100 Issue 38, pC10 

    The article focuses on the study entitled "J.D. Power 2014 U.S. Insurance Shopping Study" which shows that poor experience on automobile insurers by customers led them to switch to other insurers and the decline in price satisfaction makes customers to be less satisfied when switching insurers.

  • SERVICE FAILURE, RECOVERY, & DEPARTURE -- I: WHAT IF A CO-PRODUCED SERVICE FAILS? AN INVESTIGATION OF CUSTOMER PARTICIPATION IN SERVICE RECOVERY. Dong, Beibei; Evans, Kenneth R.; Shaoming Zou // AMA Summer Educators' Conference Proceedings;2011, Vol. 22, p464 

    Increasingly, customers are actively engaged in co production of goods and services, either by serving themselves or by cooperating with service providers (Claycomb, Lengnick-Hall, and Inks 2001). Encouraging customers to be "co-producers" is considered one of the next frontiers in attaining...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics