Lauren States

Customer service just isn't what it used to be. I'm not saying it has gone away; most businesses still care about their customers, of course. But it has changed. Years ago, retailers had fewer customers and knew them personally. They knew what they were inclined to buy because they had been doing business with them for years. Today, retailers and their customers have a huge range of choices in almost every product category, from detergent to athletic shoes. Chain stores and the Internet have made customer relationships less personal while making product preferences more fleeting and the means to purchase more crowded. Insurance companies could specialize in certain types of coverage, or build a customer set based on a given location. Today, highly volatile industry conditions mean insurers can't rely on a single product or process. They need to look at their busin... (more)