There is an old saying, “children should be seen and not heard.” I often wonder whether the insurance industry has expanded that concept, because they often act as if their customers should be seen but not heard. To invite feedback and establish more trust with consumers, perhaps it's time for carriers to launch social media sites.
That was the theme at one fascinating session during last month's ACORD LOMA Insurance Systems Forum in Las Vegas.
At first, I rolled my eyes when I heard the keynote topic–”Going From Me To We”–figuring I was in for some new-age nonsense about how we all need to sing “Kumbaya.” Even the name of the speaker's firm–Mzinga, or “beehive” in Swahili–sounded pretentious.
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