October 31, 2007 by Steve.

“In the 21st century, it isn’t what you do that matters most. In fact, if you line up all the winners in business today, you will notice that few win by what they make or do. If you make something new (or just better, faster, and cheaper), the competition quickly comes up with a way to improve upon it and deliver it at the same or an even lower price. Customers instantly compare price, features, quality, and service, effectively rendering almost every what a commodity. Yet, the drive for differentiation – personal, professional, and organizational – lies at the heart of all our business endeavors. We all still want to stand out, to be bold, to be valuable, to distinguish ourselves from the competition, to do things others can’t copy and to be No. 1. We always will. But in a commoditized world, we are running out of areas in which to do so.

“However, there is one area where tremendous variation and variability still exist, one place that we have not yet analyzed, quantified, systemized or commoditized, one area which cannot be commoditized or copied: the realm of human behavior – how we do what we do.

“The people and companies that will rise to the top today and stay on top tomorrow – that will be rewarded, promoted, and celebrated – are those that get their hows right. The world has changed to make this idea more relevant than ever, and it now represents the most powerful way to chart a course of enduring personal and organizational business achievement.”

The above are excerpts from a new book by Dov Seidman called How: Why HOW We Do Anything Means Everything… in Business (and in Life). This book is an intriguing exploration of what businesses in the future will have to do to be successful. Seidman contends that continued success will have more to do with the character of an organization than with the products, price, and services they deliver.

He maintains that technological advances have created a hyper-connected world that demands transparency. “Soft” things like trust and reputation are essential for success in today’s transparent world.

Your clients already have a certain level of trust in your organization. Otherwise, why would he do business with you? Yet most agencies I talk to are focused on what products and services they can deliver to their clients that will differentiate them from their competitors. If Seidman is right, to be successful in the future, an agency should concentrate on building trust and reputation.

An example of this might be videotaping the contents of a client’s home or business to be used as documentation in the event of a claim (see previous post). Agents might read this suggestion and dismiss it because they don’t think they can afford to spend the time necessary to do this for their top clients –– much less for every client. However, if success truly is based on building trust with clients, what could be a better way to do this than to provide this service?

Technology is leveling the playing fields between competitors, making it much harder to distinguish yourself. The trend today involves delivering not so much a better product or service, but a better experience to customers. Working on the how instead of the what will put you in a leadership position for the future.

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October 22, 2007 by Steve.

A client’s experience when he or she has a claim can make or break a long-term relationship. Every agent knows that when a claim happens, be it a fire, flood, burglary, or other disaster, your client could lose everything: cars, house, computers, and even a shoebox full of family photos. They call you to report the claim. Then, you (or the adjuster) ask for documentation of what they lost: receipts, recent photographs, or the knowledge of when and where an item was purchased. Gathering this information — if it’s even available — is a real pain.

Video has always been one method to document what has been lost. With today’s technology, it is easier and less expensive than ever to help your clients by creating a video record for them. All you need is a digital video (DV) camera, a computer with a CD burner, and digital video editing software, such as Microsoft Movie Maker 2 (which is a free download that comes with Windows XP Service Pack 2).

With your DV camera charged and in hand, walk around the house, or business, with your client and film everything they own. While filming, ask them to dictate where and how they purchased or obtained the item, the date purchased, how much they paid, the approximate current worth, and what it would likely cost to replace it. Edit the tape and then copy the edited movie to a CD, and give it to your client. You can also maintain a copy in your office for safe keeping.

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October 15, 2007 by Steve.

Applied Systems, Inc. has demonstrated in a working agency environment the industry’s first download of claims data into an agency management system. The addition of claims download will provide an agency with increased options for claim servicing.
 
In a pilot process that launched August 1, Frankenmuth Mutual Insurance Company has been downloading claims information daily into TAM (The Agency Manager), the Applied Systems agency management system used by Top O’Michigan Insurance Agency based in Alpena, Mich.
 
Claims download is available at no added cost for carriers and agencies using TAM and its interface services. Available now with the newest TAM general release, claims download allows a carrier to transmit all daily claim activities within nightly download communications to an agency.

Similar to existing policy and direct bill download processes, claims download automatically locates corresponding accounts and policies within TAM and creates new records based on the carrier’s claim activity. The claims download process complements existing real-time claims inquiry, which allows agencies on-demand views of carrier claims information and loss runs.

“Claims download is such an easy way for an agency to keep claims information up to date without the tedious tasks we used to do manually,” said Brian Bartosh, president, Top O’Michigan. “We’re saving such huge amounts of time that we can spend more time relationship-building and claim-servicing.”

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October 5, 2007 by Steve.

VimoLive Click-to-Call is a new service that immediately connects insurance brokers to consumers in their area who are seeking health insurance. Millions of visitors currently access Vimo for health insurance comparison shopping information, and now have the option to click a button and talk to an insurance broker in their geographical area, free and instantaneously.

Many people prefer talking to a live human being when it’s convenient for them, rather than completing a form and waiting for a callback. The immediacy of response makes this solution incredibly strong.

Here’s how it works. When the prospect requests a live conversation, VimoLive rings the customer’s phone, and immediately starts searching for an available agent in the customer’s area. If the first agent selected by Vimo’s expert system does not pick up, the system will keep hunting until it finds an agent who does. Additionally, brokers will be able to track and annotate all of the calls they receive through VimoLive’s online lead tracking system. Learn more at www.vimo.com.

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October 1, 2007 by Steve.

The Keyboard Assistant is the first preventive device that affords the computer typist to escape the physical stress that normally accompanies long periods of continuous typing. The Letscrol keyboard assistant changes the way a keyboard is used. It gives the avid computer user effortless support for the wrist, making it much simpler to use. It also increases typing speeds and prolongs the amount of time a user can continuously type.

This can be a very efficient tool for any size agency that has staff doing a lot of data entry. It not only will increase productivity, but it will help prevent repetitive stress injuries. www.letscrol.com.

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