Some might be skeptical that a stalwart mutual insurer could innovate after years, but that's exactly what Pennsylvania Lumbermens Mutual Insurance Co. (PLM) did when it integrated Net Promoter Score into its customer interactions. It got results, and netted the company a PropertyCasualty360 Luminary recognition in Customer Experience Innovation.

Watch John Smith, President and CEO, and Lindsay DiGangi, Assistant VP of Marketing, as they explain:

• How NPS helped improve PLM's accountability to its customers;
• What the LUMINARIES recognition means for PLM; and
• Which lessons they learned while adopting the NPS metric.