Customer service

Intelligence: Performance reviews

A few years ago Net Promoter Scores were a buzzword in insurance feedback. However, after a year where the sector has suffered repeatedly from bad headlines over business interruption and Covid-19 payouts, Post asks if firms still want to hear about how…

Interview: Christian Formby, Assurant

Assurant’s Europe boss Christian Formby tells Post how he came into the role, explains the growth opportunities for its B2B2C connected home, lifestyle and car offering and discusses how it faces competition from all angles, despite having no similar…

Intelligence: Procurement - making two-way partnerships work

Procurement in the 1980s and 1990s was all about who you knew. Tender processes then took over but today the market relies on a rolling review system to ensure customer service levels remain high and partners are delivering as they should on a day-to-day…

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