Everyone wants to improve the customer experience, but look at the vocabulary insurance firms use.
Many words are opaque, and some are even offensive.
So, I’m pleased to welcome Paul Carroll (CEO of InsuranceThoughtLeadership.com) as our latest guest blogger. In his first guest blog post for us, Paul shares examples of this customer unfriendly vocabulary & why these need to change:
Lots of industries face criticism because they talk the talk but don’t walk the talk — the computer industry, for instance, long talked about making machines intuitive but required users to work their way through manuals and memorize long series of steps before they could accomplish anything.
