Consumer Communication: Outputs Or Outcomes?

As seen on If a tree falls in the woods and there is nobody there to hear it, did it really make a sound? If you expend your best efforts creating customer communications, but nobody “gets” them, has any message been conveyed? The second question feels easier to answer but harder to think about for   …Continue Reading

A Selfie Of The Life Insurance Industry—The Harsh Reality

As seen on Sad. Embarrassed. Furious. Hopeful. These are all the emotions I am feeling over an article (link below) that appeared in a new online publication If not for the fact that a reporter contacted me to be interviewed for the article, I am not sure I would ever have known about   …Continue Reading

Creating Trust In Insurance: Who Is To Blame?

As seen on The financial services industry, particularly insurance, is the least-trusted industry globally, according to the Edelman Trust Barometer 2013. This is not inconsistent with Maddock Douglas’ 2012 study that indicates that more than half of the U.S. population lacks trust for insurance companies and insurance agents. While these statistics make the insurance   …Continue Reading

Insurance Is Weird. Can This Brutal Truth Improve Consumer Perception?

As seen on If the insurance industry is serious about closing the gap that exists between its intentions and consumer perceptions, acknowledging weirdness could be the thing that does the trick. By “weird” I do not mean intangible, complex, negative, time consuming or any other adjective that could also describe other products and services.   …Continue Reading