Leadership

If your customers voted tomorrow, who in your organization would be retained? Who would be fired as examples of dysfunction?

To prevent commoditization, evaluate all contacts by customers and see how many you can preempt. You'll be able to compete on value, not price.

Buffett: "The urge to keep writing business is intensified because the consequences of foolishly priced policies" may be hidden for years.

Sure, everyone is talking about improving the customer experience, but look at the words we use.

Everyone wants to improve the customer experience, but look at the vocabulary we use. Many words are opaque, and some are even offensive.

Insurers have caught on to the hashtag trend to bolster their brands, share topics and feed aspirations -- but some are better than others.

Buffett's timeless advice, over 38 years of writing to shareholders, includes: Uncertainty is okay as long as the price is right.

An industrywide coalition, MyPath, has formed to engage Millennials and get them excited about careers in insurance.