I know that that sorting out your insurance options can be a little overwhelming. Making sure you have the right insurance coverage is always worth the time. My family has had more than one situation where our insurance coverage absolutely saved us. We were very glad, during those uncertain times, that we had taken the time to ensure we had the coverage that was right for our family.
These days technology is everywhere. We have smartphones in our pockets, voice assistants in our homes and even touchscreens when we order fast food. It is quickly becoming a world where we live our lives online with minimal face-to-face interactions.
Technology can certainly be amazing but sometimes you just want to connect on a more personal level and be heard. We’ve probably all had times when we need to talk to a real, live person about an insurance question, but struggle to find the best way to get through to someone.
Since 1952, Nationwide has had a unique way of connecting with its policy holders through its Member Connections Meetings.
These meetings are an opportunity for policy holders to meet face-to-face and discuss with Nationwide what their needs are and how the company can sincerely help them.
These meeting initially began in the farmer’s living rooms many years ago but these still intimate meetings now occur in hotel banquet rooms or community restaurants with still only 25-50 people attending. Attendees generally live within 15 miles of the event.
Face-to-face conversations are still the best way to build relationships. I know I love when it feels like a company truly listens to my needs and concerns. It’s hard to find that these days but that line of communication can make such a huge difference.
“Nationwide wants to connect with our members on a personal level, giving them the opportunity to provide authentic feedback regarding their experiences, and learn what they want from Nationwide,” says Coda Bruce, Nationwide’s director of the Chief Customer Advocate office. “No topic is off limits.”
There is no set agenda which makes it very different than a focus group. It is simply an open-ended conversation and the members decide what they want to talk about. Both the positive and the negative feedback given has helped Nationwide deliver a more enhanced experience through creating valuable products and services.
“What I feel is unique about Nationwide is that we take the time to ask for feedback, and we really listen,” says Bruce. “We then do our best to turn that into action for our members.”
As a result of these meetings, Nationwide has improved their voice response system and enhanced their online billing options in order to minimize paperwork. Also, after listening to members Nationwide learned that many want to hear from their agents before their policy renews. So, Nationwide implemented a recommendation for agents to conduct an On Your Side review, to help enhance the relationship between policy holders and agents. This also helps to ensure that you have the right coverage for the upcoming year.
It is this kind of action that makes Nationwide different. They deliver on the promise to listen and act.
Check out this video to learn more about the Nationwide Member Connection Meetings.
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