Siegel+Gale's Executive Director of Simplification Irene Etzkorn presented "Best Practices in Improving Customer Experience by Focusing on Overlooked Touchpoints." In this session, attendees learned how simplifying the interaction between customer and company can improve the customer experience.
More than half of all small business used some kind of business credit last year as working capital. Find out how you can manage exposure. Get solutions for your cash flow needs from Christine Janklow, president, SettleSource, Inc. and David Gass. president, Earn.com. Learn more at http://bit.ly/aHxjc0 .
More than half of all small business used some kind of business credit last year as working capital. Find out how you can manage exposure. Get solutions for your cash flow needs from Christine Janklow, president, SettleSource, Inc. and David Gass. president, Earn.com. Learn more at http://bit.ly/aHxjc0 .
What is the role of credit rating agencies in our global financial system? Learn how credit ratings on securities are created and used. Part of a continuing series of introductory seminars for the financial services industry. We develop custom training, contact us for a quote or discussion of your needs.
Empowering MSMEs - Benefits of Credit Rating in MSME - Part - 8Resurgent India
Approaching a credit rating agency is a good option for small and medium enterprises (SMEs) given the problems they face in seeking finance. Rating agencies assess a firm's financial viability and capability to honour business obligations, provide an insight into its sales, operational and financial composition, thereby assessing the risk element and highlights the overall health of the enterprise.
19 CMOs/CEOs Reveal Big Changes in B2B MarketingSiegel+Gale
Inspired by our recent B2BNow study, our Global CMO, Margaret Molloy, reached out to marketing executives to learn how the trend in consumerization of B2B has affected their marketing behaviors. See what they had to say.
What is the role of credit rating agencies in our global financial system? Learn how credit ratings on securities are created and used. Part of a continuing series of introductory seminars for the financial services industry. We develop custom training, contact us for a quote or discussion of your needs.
Empowering MSMEs - Benefits of Credit Rating in MSME - Part - 8Resurgent India
Approaching a credit rating agency is a good option for small and medium enterprises (SMEs) given the problems they face in seeking finance. Rating agencies assess a firm's financial viability and capability to honour business obligations, provide an insight into its sales, operational and financial composition, thereby assessing the risk element and highlights the overall health of the enterprise.
19 CMOs/CEOs Reveal Big Changes in B2B MarketingSiegel+Gale
Inspired by our recent B2BNow study, our Global CMO, Margaret Molloy, reached out to marketing executives to learn how the trend in consumerization of B2B has affected their marketing behaviors. See what they had to say.
NETGEAR Reconnects
A champion fights to stand out
NETGEAR, a global provider of wireless networking products for the home and small and medium business—and one of the most competitively spirited companies in its space—was searching for a way to articulate its brand reputation that fully reflected its top-tier success.
Despite recent surges in sales and considerable strength in retail, the company’s brand meaning was lagging in commercial and service-provider markets. NETGEAR needed to stand up and stand out in a marketplace where most contenders look the same. But its messaging was muddled. No longer just a “router” company, NETGEAR’s product mix had grown to include complete networking solutions that not only create a network, but also let you do more with it. It was a transformation that called out for a common brand across the company and a unifying message that would build on NETGEAR’s retail strength, transcend audiences and lift the company to even greater heights.
A redefining connection
Qualitative and quantitative research conducted by Siegel+Gale highlighted the opportunity to bring simplicity to the forefront. Combined with an increased focus on people, it would help differentiate the brand across audiences.
In the most practical terms, simplicity and ease of use had always defined NETGEAR’s brand and competitive edge in the retail space. Now it was time to redefine connectivity in a way that moved beyond routers to solutions that take advantage of the network for both home and office.
NETGEAR would become the “champion of connectivity.”
Building on that strength, Siegel+Gale developed a people-focused purpose that made every employee a champion furthering that cause.
To express the brand’s new direction, we optimized the existing NETGEAR logo and developed an adaptive and robust visual design system with a faceted graphic motif as the centerpiece. By introducing a tiered color palette and photographic categories, we were able to tailor communications to key customer segments and help NETGEAR gain more ground in the business networking space.
To launch the brand internally, we conducted training workshops, drafted extensive design guidelines, created a variety of templates for print use, as well as on-screen applications, and rolled out an environmental signage system to offices worldwide.
We also prepared NETGEAR for the future, re-imagining the customer experience based on the new brand strategy and developing customer journey maps to illustrate the experience and prioritize initiatives to ensure that NETGEAR continues to fulfill its brand promise.
Siegel+Gale's Global Director of Research Insights Lisa Bertelsen and Global Director of Naming Nik Contis co-presented the session "What’s In a Name? Unlocking powerful brand names through market research" at MRA 2012 Annual Conference and Expo. The session looked at naming from the perspective of a market researcher and seasoned "namer," offering guidance on name evaluation and research design.
17 B2B Women Marketers: One Question, Many ChallengesSiegel+Gale
In the spirit of International Women’s Day, as Global CMO of Siegel+Gale, I thought it would be intriguing to ask a sample of top female B2B marketers one question:
“What’s the #1 brand challenge facing B2B companies today?”
This question elicited thought-provoking responses. It is fascinating to hear from these 17 women, who come from a variety of industries including technology, healthcare and financial services.
Storytelling has been a fundamental method of communication since the era of cave drawings. In your own life, think back to when you were a child: what were your favorite stories? And why do you still remember them? A clear, compelling story allows you to connect with your audiences, influence culture, share your view of the world and build your brand. Is your story propelling your brand forward?
Breakthrough Simplicity: Transforming the Customer Experience - Siegel+Gale a...Siegel+Gale
"Breakthrough Simplicity: Transforming the Customer Experience" covers how companies are breaking through marketplace clutter by simplifying frequently overlooked customer touch points.
The formula to success for digital experiencesSiegel+Gale
In today’s hyper-connected world, finding the right approach to creating digital experiences is no easy feat. It requires balancing customer, partner, and employee needs with brand opportunities and business needs, at all the right touchpoints.
It is more important than ever to align your digital strategy with those age-old, simple questions – the five Ws and the one H. They will increase your potential for happier users and better business outcomes.
So, ask yourself:
Why
Who
Where
What
When
How
A successful brand must create a meaningful brand experience for their customers. Our Global CMO, Margaret Molloy, asked a cross-industry sample of CMOs how they are showing their customers love. See what they said.
Mergers, acquisitions, and spin-offs are tricky operations. By keeping these seven crucial questions in mind, companies can be sure that their brand doesn't get lost in the clutter.
One of the most frequent questions I get is how do you stay current? In the sprint of back to school, I asked 15 marketing leaders the question and documented their learning as well as my own.
The financial services customer experience: Understanding the impact of simpl...Siegel+Gale
Few would argue that customers crave simplicity. But from a business perspective, does it really matter?
+Gain insights into the findings of our Global Brand Simplicity Index — a report that evaluates the simplicity of 400+ global brands, including top national financial services providers
+Learn which interactions matter most and how simplifying the customer experience can create lasting brand relationships
+ Understand how innovative companies have made simplicity pay, and consider how to get started creating simpler, high-impact brand experiences
Siegel+Gale is a global strategic branding firm committed to building world-class brands through elegantly simple, unexpectedly fresh strategies, stories and experiences. We deliver comprehensive services in brand development, simplification, research and digital media. Since our founding by brand sage and simplification pioneer Alan Siegel in 1969, Siegel+Gale's mantra has been "Simple is Smart."
Naming Architecture: A Blueprint for Portfolio SimplicitySiegel+Gale
Jeff Lapatine (strategy director, brand development) delves into naming and nomenclature architecture, and how by deploying simple, easy to codify concepts, you can unlock the potential of your portfolio through the power of simplicity.
On 19 June 2012 at the Cannes Lions International Festival of Creativity, Landor CEO Mary Zalla gave two workshops to packed crowds on how to creatively sell creative work.
We all work hard to produce creative and, ideally, effective solutions. But we often don’t pay as much attention to how we share those solutions.
Getting the best and the most creative work produced is not just about selling. It is about inspiring your audience to see potential.
The first thing we need to do is to truly understand our audiences, empathize with them and their situation. We then need to have a few things at our disposal:
• Appreciation for the power of story versus plain facts
• Understanding of the confirmation bias
• Courage versus daring
• Awareness of the Asch Effect
• Fortitude and determination
Check out the deck from Mary’s Cannes presentation and read her article on a similar topic, “ Eight principles of creativity.”
- Credit Risk Modeling
- Scorecards and Cutoff Scores
- Alternative Lending, Marketplace Lending, and Fintech
- Common predictive modeling conventions
- Regulatory Pressure
- The Demand for Creativity and Disruption
- What Makes “Alternative Lending Analytics” Different from “Banking Analytics”?
- The Continued Relevance of Logistic Regression
How Insurers Bring Focus to Digital Initiatives through a Maturity Looking GlassCognizant
When planning a digital initiative, it’s critical to understand where your company stands today and how it can get to where it needs to go. A new framework lets insurers assess their digital maturity, identify how best to move ahead, and gain insight into the practices of industry digital leaders to guide their own efforts.
Monetizing big data internet of things beginner level cx cClient X Client
Explaining how to monetize big data, internet of things and customer experience in illustrative example.
Audience: management, technology, analysts, data scientists, investors, geeks, venture capital
MRHoffman simply describes the millions of opportunities available to capture the value created by the digitalization of everything and describes the roles and potential roles of many of the stakeholders, particularly customers.
Hoffman speaks to the opportunities for various stakeholders to broker connections, information, offers, messages, intelligence and surveillance as green field internet of things opportunities.
Hoffman proposes a substantial market exists where customers information is protected and masked and where businesses bid for their time, a connection based on the customer's projected value. Think of an ebay type commercial market where business bid for 30 minutes of Mrs. Smith's available time while she waits for her daughter at the mall...
Hope this presentation stimulates some innovative opportunities for you.
Please comment, share, enhance, download.
mrhoffman at clientxclient
Artificial intelligence (AI) currently being used by insurance companies has failed to remove gender bias from the profession’s claims, underwriting and marketing processes.
A Chartered Insurance Institute (CII) report tells insurers they must tackle these gender biases. The report found that the datasets used to train the algorithms which support AI systems are rooted in outdated gender concepts. Algorithms learn by being trained on historic data but the report notes more and more of that data is now unstructured, coming from text, audio, video and sensors.
Yet the report warns embedded in that historic data are decisions based upon historic biases, particularly around gender. The report concluded insurance firms need to prepare a structured response to this issue, starting with visible leadership on tackling gender bias in AI.
The Positive Impact of Utility Credit Reporting WebinarExperian
Learn the importance and positive impact of utility data reporting. Experian will share what alternative data encompasses, how the new trade data is added, and specifically how energy, utility, and water companies can assist in improving their customers’ credit score. We’ll also walk you through the resources and support available.
You will get an inside look at the positive impact of alternative data reporting and learn how to:
•Improve collections
•Bolster credit profiles
•Positively impact credit scores
•Effectively assist your customers
Why the Financial Services need simplicitySiegel+Gale
Customer demand for simplified experiences continues to rise and never more has this been so prevalent in the financial services sector. Hardly surprising considering the complexity of lives today and the sheer volume of critical choices that need to be made on a daily basis.
The most successful brands are wise to the reality that to be loved is not the primary objective. What’s more critical is to be truly essential in the ways that matter most. Defined by knowing how to add value rather than complexity. Respected for delivering simple and straightforward products and services that people actually understand and have need for.
Our EMEA Strategy Director, Liana Dinghile provided insights into the leaders and laggards of the global pack of brands vying for that all-important, but alarmingly elusive, customer favour at the Financial Services Forum Annual Member's Conference. Shedding light on the new disruptors who are rewriting the rules of service delivery and elevating customer expectations to a whole new level by:
- Empowering people
- Reimagining the experience
- Removing friction
In a complex world, #SimplicityPays
Managing the hospital in-patient experience | Understanding where to investSiegel+Gale
Few would argue the importance of delivering a quality patient experience, but how do you determine where improvements would have the greatest impact?
Siegel+Gale's Rolf Wulfsberg, PhD, Global Director of Quantitative Insights, shares a unique analysis of patient experience data from a national study of hospital patients.
+ Gain insights into the findings of our recent PinPoint™ study that examined the experiences of 500 hospital patients nationally
+ Learn how it is possible to segregate the impact of different touch points on the overall patient experience
+ See patient experience strategy maps that help inform investment decisions
+ Understand how the drivers of patient acquisition differ from the drivers of retention (e.g., word of mouth recommendations to others)
+ Learn some specific steps that can be taken to improve the hospital experience
Siegel+Gale is a global strategic branding firm committed to building world-class brands through elegantly simple, unexpectedly fresh strategies, stories and experiences. We deliver comprehensive services in brand development, simplification, research and digital media. Since our founding by brand sage and simplification pioneer Alan Siegel in 1969, Siegel+Gale's mantra has been "Simple is Smart."
What's in a name? Eight best practices for creating a successful name brandSiegel+Gale
Think about the importance of one right word. Brand names are often just that … one word, like Apple. When it comes to developing brand names, one or two right words count most.
One might think that brand names should come easily. Richard Branson just trusted his instincts when he came up with the Virgin name while drinking with a group of fiends in a pub. But what’s the best way to get the best brand name? And, how do you know it’s the best? Is there some sort of formula for success?
Truth is, creating brand names is more than an art than a science, but there are strategic best practices that a good marketer should follow in order to increase the likelihood of success when creating a new brand name.
A brand marketer looks at what it means to be Irish in businessSiegel+Gale
I asked a sample of my LinkedIn connections – located in New York, Ireland, London, Silicon Valley, Los Angeles and Madrid – a simple question:
What does it mean to be Irish in business?
The answers are as engaging and refreshing as these accomplished professionals themselves. As a global Irish person - and brand marketer – I’m proud to share them with you.
The health insurance customer experience - Understanding the impact of simpli...Siegel+Gale
Few would argue that customers crave simplicity.But from a business perspective, does it really matter?
Siegel+Gale demonstrate the role of simplicity in creating positive customer interactions that build customer loyalty and ultimately increase revenue.
+ Gain insights into the findings of our Global Brand Simplicity Index - a report that evaluates the simplicity of 400+ global brands, including top national healthcare insurers
+Learn how your priorities stack up against the latest PinPoint report - a survey of 1,000+ health insurance customers on which brand experiences have the greatest impact
+ Understand how innovative companies have made simplicity pay, and consider how to get started creating simpler, high-impact brand experiences
Siegel+Gale is a global strategic branding firm committed to building world-class brands through elegantly simple, unexpectedly fresh strategies, stories and experiences. We deliver comprehensive services in brand development, simplification, research and digital media. Since our founding by brand sage and simplification pioneer Alan Siegel in 1969, Siegel+Gale's mantra has been "Simple is Smart."
In this presentation, Rolf Wulfsberg, global director of quantitative research at global strategic branding and customer experience firm Siegel+Gale answers the following questions critical to CMOs and brand managers:
- What is fact-based branding?
- What is the compelling truth of your brand(s)?
- How can you predict ROBI in advance of implementation?
- What are warning signs of potentially "bad" research?
Social media can help companies deliver a customer service experience that aligns with customer expectations, resulting in a more loyal customer base and a larger wallet share. However, the value of these social technologies can’t be realized by just bolting them onto a suboptimal contact center. In this presentation, the presenters share tangible outcomes derived from cutting through the volume and complexity of information to understand what really matters in customer engagement.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
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Best Practices in Improving Customer Experience by Focusing on Overlooked Touchpoints
1. Improving Customer Experience by
Focusing on Overlooked Touchpoints
Irene Etzkorn, Executive Director, Simplification / September 12, 2012
All rights reserved 2012.
2. Why are things so complicated?
• Companies speak to themselves
• Mergers and acquisitions create duplication
• The mystique of Systems and Legal
• Adherence to old processes; slow
conversion to new technology
• Lack of expertise in plain language writing,
information design and information architecture
All rights reserved 2012.
3. The stranglehold of legalese
Using the word “not” three times and “included” twice in one
sentence creates a brain twister.
All rights reserved 2012.
7. “The busier life gets, the more value there is in
simplicity as a point of competitive differentiation.”
“It’s good for American society, not just good
business sense. Simplicity and clarity make us
more productive.”
Arkadi Kuhlmann
Chairman, President and CEO of ING Direct USA
All rights reserved 2012.
8. “Philips is touching the core
of people through simplicity.”
Andrea Ragnetti,
former Corporate Marketing Officer, Philips
All rights reserved 2012.
9. It’s the blend of art and science
that simplicity requires which
touches people viscerally.
All rights reserved 2012.
10. Unheralded touchpoints
Bills
Disclosure
Applications
Policies
Proposals
Correspon-
dence
Interfaces
Statements
Deeply Branded Customer Experience
All rights reserved 2012.
11. The elements of simplification
Brand Information
strategy
architecture
Plain Simplified Information
language
Experiences
design
Technology
Customization
All rights reserved 2012.
12. Pioneers in simplified customer experience
1975
Citibank
Chubb
IBM
Discover
AT&T
Cleveland Clinic
IRS
2012
Edward Jones
Sony PSP
Genworth
Centers for Medicare Quest
American Express
United
and Medicaid Services
MileagePlus
All rights reserved 2012.
13. Siegel+Gale’s SimplicityLab™
A proprietary evaluation methodology
and index for measuring the effectiveness
of brand strategy and design based on our
core philosophy of simplicity.
All rights reserved 2012.
17. Insurance Score—inconsistent explanation
across multiple channels (Before)
Call Center
Web
Printed
Communications
“In evaluating insurance policies, “Our model does not consider “In fact, certain credit report
our method of considering all of information such as income or information has proved an effective
these factors together, as a whole, net worth because we are not predictor of insurance losses. It also
ensures that no single negative assessing our customers’ credit- allows insurance companies to keep
item will necessarily prevent a worthiness.”
costs competitive by making it
customer from qualifying for a
possible for customers who are less
lower premium.”
likely to experience losses to pay
less for their insurance.”
All rights reserved 2012.
18. Insurance Score—clarifying a key concept across
multiple channels (After)
Call Center
Web
Printed Communications
“Allstate uses a number of factors to How do we determine your rates?
How we determine your premium
calculate insurance rates. The factors, To determine your premium we would In [State, Company] uses a secure computer program to pull information from
taken together, allow us to apply consider such factors as:
your credit history and produce an insurance score. Your insurance score is just
one component used in determining your auto tier. As the diagram show, Allstate
rates based on the likelihood that a • What type of car you drive: How old
considers your auto tier along with other information, such as [driving record/
loss may occur—similar to the way a is it? What safety features does it location of home/etc] to determine your premium group.
health questionnaire helps a life have?
insurance company predict losses and • Who drives the car: What is the age,
set rates. Over the years, we have driving record and gender of each
learned that certain credit driver?
information allows us to predict the • How you use the car: How far do you
likelihood of loss with great accuracy. drive? Do you use the car to commute
It is this group of loss-related factors or for pleasure? Where do you keep
that we consider from a credit report, (garage) your car?
Some of the items we consider in a typical customer’s credit history include the
not the credit score, nor a person’s We also consider your insurance score, number of credit accounts and the length of time you’ve maintained your credit
credit-worthiness.”
a calculation based on elements from accounts. We also consider your payment history and how often lenders have
your credit history. Over the years we’ve made inquiries into your credit report other than to make promotional offers.
found that including insurance scores These specific aspects of an individual’s credit history have been shown
helps us better predict the likelihood of by research and experience to indicate the likelihood of experiencing an
experiencing an insurance loss. This insurance loss.
helps us match our rates to the risk
we’re assuming.
All rights reserved 2012.
19. Documents that educate and inform, rather than
merely report data
All rights reserved 2012.
25. Results: Respondents are more likely to pay
31%
37%
Original
Source: Siegel+Gale SimplicityLab
Revised
Difference is statistically significant at the 95% level of confidence
All rights reserved 2012.
26. What does simple mean?
+ simple is clear.
+ simple is fresh.
+ simple is honest.
+ simple is useful.
+ simple is inspiring.
+ simple is smart.
All rights reserved 2012.