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Run Time: 36:33
in On Point, Podcasts

The Customer Is the Product

Our repeat guest Dennis Moseley-Williams is a fascinating, fun and informative personality – don't miss this episode in which he outlines danger lurking for firms that aim to improve service and efficiency – all for the sake of convenience alone. Dennis is a speaker and author on the Experience Economy, where it's not so much about speedy service. "Services and experiences are not the same thing. Service isn't the experience. People try to improve service instead of improving experience." He asserts instead that, in the Experience Economy, "the customer is the product." Focusing on the insurance product alone isn't going to sustain organizations. Dennis offers excellent suggestions on educating consumers, reducing paperwork, and – wait for it – insurance jargon. You'll enjoy this installment.

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