Link copied to clipboard!
Core Four
In Manage experiences, customers are taking care of everyday tasks.
We can give insurance and financial professionals reliable support as they respond to client requests, while ensuring that members find it quick and easy to interact with us.
Build a deeper understanding of our customers and find inspiration by diving into real-life stories, our latest research and solution starters.
Audience
Organization
Filtered by:
A shifting workforce leaves some professionals scrambling
“I will call to ensure all paperwork/requirements are fulfilled and in order, check status of external transfers, and ask about the anticipated timeline for deal completion.”
Wilson | Professional
Listen: reimagining the insurance professional portal experience
"There's nothing specific on this letter that says, ‘This is what it means for you. This is how it would play out for you if this scenario, or that scenario, or this scenario.’ If I could Google these terms and figure out what they meant, it wouldn't really satisfy my specific questions about, ‘What does it mean for me?'"
Amy | Member
“Clients sometimes need to have someone go over their statement with them. These calls can be difficult sometimes because the market doesn’t always run up. But if handled properly, they give me a good reason to connect with clients and give them the appropriate financial advice that they need.”
Jerome | Professional
"Every phone system everywhere should give you the option to just talk to someone. And I totally understand what you're trying to do. And that you're trying to move phone traffic and not have a lot of representatives pile up waiting to talk to people. But that's kind of what your business is, your business is talking to people."
Julie | Member
A password reset shouldn’t cause headaches
“In a time when customer service seems to be at an all-time low, Nationwide has proven to go above and beyond. We continue to share our experience with friends and family, and many have shown interest in changing insurance companies after hearing of our experience.”
Lauren | Member
“The majority of our phone calls are clients calling in to make premium payments. Clients insist on calling or visiting the office. It gives us a chance to interact with the clients and build relationships.”
Phil | Professional
Premium increases: avoiding sticker shock
"Another reason I prefer online is because I am a little bit hard of hearing, and sometimes, I'll miss something. Like talking on the phone, I hate to keep interrupting and saying ‘What?’ and, ‘Oh, can you say that again?"
Ibrahim | Member
Empowering members one welcome at a time
These days, being easy to reach takes real effort
Omnichannel experiences: turning disconnects into connections
Listen: connectivity on the go
“During this situation, I will reach out and seek the quickest and fastest response. So, if it's phone, Zoom or in person, I will take whatever method I feel is going to be quick to getting a solution to the current problem.”
Arthur | Professional
New products are great, but some need to come with instructions
Solution starters
Ready to use what you’ve learned?
There are all sorts of opportunities to apply the principles, tips and tactics covered here. Follow these links to go deeper and put your newfound knowledge to work.
Get a quick summary of the Manage Experience
Find more details in the Core Four Report
