{"id":1293,"date":"2025-05-13T00:15:41","date_gmt":"2025-05-13T00:15:41","guid":{"rendered":"https:\/\/www.insuracarelife.com\/blog\/what-do-your-customers-really-think\/"},"modified":"2025-05-30T17:04:11","modified_gmt":"2025-05-30T17:04:11","slug":"what-do-your-customers-really-think","status":"publish","type":"post","link":"https:\/\/www.insuracarelife.com\/blog\/what-do-your-customers-really-think\/","title":{"rendered":"What Do Your Customers Really Think?"},"content":{"rendered":"<div id=\"post-content\" itemprop=\"description\">\n<p>Run Time: <span itemprop=\"duration\">46:57<\/span><\/p>\n<h2 itemprop=\"name\" style=\"font-size:18px;margin-bottom:12px;\">What Do Your Customers Really Think?<\/h2>\n<p>\t\t<span class=\"ratings_wrapper\"><\/p>\n<div id=\"post-ratings-25129\" class=\"post-ratings\" data-nonce=\"10496a1962\"><img decoding=\"async\" id=\"rating_25129_2\" src=\"https:\/\/www.insurancejournal.tv\/app\/plugins\/wp-postratings\/images\/thumbs\/rating_2_off.gif\" alt=\"Like\" title=\"Like\" onmouseover=\"current_rating(25129, 2, 'Like');\" onmouseout=\"ratings_off(0, 0, 0);\" onclick=\"rate_post();\" onkeypress=\"rate_post();\" style=\"cursor: pointer; border: 0px;\"\/> (No Ratings Yet)<\/div>\n<div id=\"post-ratings-25129-loading\" class=\"post-ratings-loading\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.insurancejournal.tv\/app\/plugins\/wp-postratings\/images\/loading.gif\" width=\"16\" height=\"16\" class=\"post-ratings-image\" alt=\"\" title=\"\">Loading&#8230;<\/div>\n<p>\t\t<\/span><br \/>\n\t\t<br \/>\n\t\t<span class=\"video-views-single-page\"><\/p>\n<p>142 <span>views<\/span><\/p>\n<p>\t\t<\/span><\/p>\n<div class=\"embed-dropdown\">\n<hr\/>\n<p>    <button class=\"hide\" onclick=\"ijtv_deactivate_embed_dropdown(event)\">Close<\/button><\/p>\n<h4>Embed Video<\/h4>\n<p>Use the below code to add this video to your website.<\/p>\n<p>    <textarea readonly=\"readonly\" onclick=\"this.focus(); this.select();\"><iframe loading=\"lazy\" src=\"https:\/\/www.insurancejournal.tv\/player.php?v=25129\" width=\"400\" height=\"225\" frameborder=\"0\" webkitallowfullscreen=\"\" mozallowfullscreen=\"\" allowfullscreen=\"\"><\/iframe><\/textarea>\n<\/div>\n<hr\/>\n<hr\/>\n<p data-pm-slice=\"1 1 []\">Do you <em>truly<\/em> understand your policyholders, distribution partners and employees? Do you have a clear lens into what competitors are doing? If your organization attempts to get feedback all by itself or relies on ad-hoc, anecdotal feedback from key stakeholders, you will miss opportunities to evolve and innovative. On this recording, research whiz Mackenzie Wilson unpacks best practices. Customer experience work \u201cis the foundation of any business,\u201d she says. \u201cIt doesn\u2019t matter how big or small you are.\u201d Yet, only about 30% of firms in any industry\u2014and even lower in insurance\u2014have a formalized program for voice-of-client experience. As much as they talk about it, they don\u2019t really invest today as they should.\u201d They also are missing the employee perspective with surveys that don\u2019t generate authentic and actionable insights. Often, the initial corporate reaction to research \u201cis very tactical and one-off. Everyone is so excited to get feedback. But they don\u2019t understand how it can be operationalized instead of being a single transactional movement.\u201d Firms should implement a standard, ongoing protocol for capturing the voice of key business partners, Mackenzie says. In this way, they\u2019ll be more proactive and reach out to diagnose problems. \u201cWhy do people build products or services? They want to solve a problem. Any new initiative started with a problem.\u201d She also reveals a few tricks to get customers to spill a little extra \u201ctea\u201d during interviews.<\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Run Time: 46:57 What Do Your Customers Really Think? (No Ratings Yet) Loading&#8230; 142 views Close Embed Video Use the below code to add this video to your website. Do you truly understand your policyholders, distribution partners and employees? Do you have a clear lens into what competitors are doing? If your organization attempts to [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":1294,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[997],"class_list":["post-1293","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-customers"],"_links":{"self":[{"href":"https:\/\/www.insuracarelife.com\/blog\/wp-json\/wp\/v2\/posts\/1293","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.insuracarelife.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.insuracarelife.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.insuracarelife.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.insuracarelife.com\/blog\/wp-json\/wp\/v2\/comments?post=1293"}],"version-history":[{"count":1,"href":"https:\/\/www.insuracarelife.com\/blog\/wp-json\/wp\/v2\/posts\/1293\/revisions"}],"predecessor-version":[{"id":1389,"href":"https:\/\/www.insuracarelife.com\/blog\/wp-json\/wp\/v2\/posts\/1293\/revisions\/1389"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.insuracarelife.com\/blog\/wp-json\/wp\/v2\/media\/1294"}],"wp:attachment":[{"href":"https:\/\/www.insuracarelife.com\/blog\/wp-json\/wp\/v2\/media?parent=1293"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.insuracarelife.com\/blog\/wp-json\/wp\/v2\/categories?post=1293"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.insuracarelife.com\/blog\/wp-json\/wp\/v2\/tags?post=1293"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}