Three clear themes emerged from discussions at the recent LOMA Customer Service Conference in Orlando: 1. Customers are becoming more demographically diverse, less forgiving, and more demanding that service be delivered how and when they want it or they will quickly move on to a competitor. 2. Companies are recognizing the importance of understanding the customer's expectations and recognizing employees in call and service through incentives. 3. These themes hold significant potential for the industry, representing changes that will impact products, service, and distribution in the coming years.

2.   
  
  
 
page 12
  
 
 
 
 
 
 
 
Cover design
by Marlene McAuley
 


 

 Service Differentiation


  page 22
 






page 20
RESOURCE SPONSORS

3. 

The Key to Market Success








         
 
               
  
     
 
 

          



4.   
  
  


 



 


 
 



 



        



  



 



 


  

 
       
     

  
 
 
        
 
          
        
 
  
 
 
          


       
     
     

    
     
     
         
Source: 2005 Census 

 
 
 
 
        
 
 
 
       
           
   
  



5. 

    

 



   
      
  

   

    
  

    
     
     

  
        
       
            
            


    
  
 



    
 
    
 
 
   
           
        
  
        
       
            
      
    
  
  
      
  
   
 -Wall Street Journal, May 14, 2001      
               
  
               
        
    
   
        
  
   
  
            
 
         
             
         
   
       
  
      
 and Surviving with Generation Y at       
Work  
        
       
       
            
  
 


6.   About the Author:
  Steven Callahan, ChFC, CLU, FFSI, FLHC,
  FLMI is a senior consultant and Practice
      Development Director with The Robert E.
   Nolan Company, a management consulting
  firm specializing in the insurance industry. For
      more than 30 years, The Nolan Company has
  helped our clients achieve measurable improve-
        ments in service, quality, productivity, and
  costs through process innovation and effective
  use of technology.
      

 


    
     





   


    


 
    
    
       

 
    
       
  
  
    



       
       
        
     
    
 

 

  
  
  
 




 
 

