First Boomer applies for Social Security!

On October 15, Kathleen Casey Kirschling, a former teacher, applied for Social Security benefits, according to CBS News. This makes her the first of nearly 80 million Boomers, born between 1946 and 1964, to apply for benefits.

77 million Boomers will begin to retire over the next two decades, over 1/4 of the workforce is eligible to retire in 2010. Is your organization ready?

To receive a free White Paper that details 22 steps your company can take to ensure you're ready for this exodus, click here.

Great guide for journalists

When you are contacted by members of the media regarding insurance matters, here's a step you can take to ensure they better understand how insurance works. The more knowledge a journalist has regarding the insurance industry, the better his or her reporting skills and the more balanced the journalist's reporting should be (in a perfect world, at least).

The Insurance Information Institute offers a free booklet for journalists that explains frequently used terms and can be used to better educate media members. Insurance Handbook for Reporters is free to journalists and members of the media; there is a small charge for others.

If you agree to an interview, this is a great URL to send journalists prior to your discussion if you feel they may lack an understanding of the industry.

Do you need a domain name?

Here's a nifty tool to help you find a domain name for your business, or for your new venture, if you are branching out. It's called Bust A Name and it's easy. Just visit the website and type words or concepts that you believe you'd like or that describe your enterprise. For example, I typed in several words relating to insurance, risk, the future, strategy and consulting. It gave me about 15 examples of domains that are available.

You can reorder them by readability, length, and can keep track of the ones you like. It also shows the price of the domain on various hosts.

All in all, it's a cool tool and it's free! Check out Bust A Name.

Write simply and clearly

Because I frequently write on human resource and intellectual talent issues facing the financial services industries, I read many, many article and White Papers. Some are well written; others, not so much.

Here's an example of confounded writing from an article in this month's Chief Learning Officer's online magazine (which I recommend) that discussed "practice communities." Practice communities are groups of people who meet to share knowledge and which I discussed in my recent White Paper (available on my website), "Brain Drain."

Processes that facilitate structured knowledge sharing ensure the white space between process owners is not missed. And when the community formalizes its knowledge into standard work processes, tacit knowledge becomes explicit and is no longer subject to loss when someone leaves the organization.

I would rewrite the paragraph for more clarity because I think the article would provide excellent knowledge, but I don't have a clue what "white space between process owners" is. If you do, I'd love to know.

There is a wide body of literature available about improving business practices. Today's executives don't have time to wade through obtuse writing that leaves them uncertain about what they've read and unable to implement suggestions from it into their businesses. There's just so little time and so much information from which to choose.

People often have great ideas, but it helps to have an editor who can provide unbiased input into your topic. If we can help your business, please contact us.

Press release

October 6, 2007


Release Date: Immediate Contact: Nancy Germond, ARM, AIC

Insurance Writer offers new advertising concepts—entertaining ads capture business consumers.

Recent Adweek Magazine survey reveals 80 percent of responders like
“smart, entertaining” advertising.

A recent Adweek Magazine survey of Americans’ opinions of advertising showed that 72 percent of those surveyed “…get tired of people trying to grab my attention to sell me stuff.” A full 84 percent say “Too many things are over-hyped now….” Yet 80 percent of responders admit they like “smart, entertaining” ads. This poll illustrates that most consumers are tired of advertising, yet potential buyers’ attention can be captured with humor. With a hint of wit, venders can generate both click-throughs and branding. Buyers of your service are more inclined to remember your name if you capture their attention with humor.

Nancy Germond of Insurance Writer, in conjunction with Stillman Thomas of the Stillman Group, develops advertising for some of the top insurance brokers, MGAs and insurance service providers in the nation. To view an example of one of their branding ads to promote the independent insurance agent, visit this link.

Today’s consumers are bombarded with advertisements, printed, on-line and in e-mail. Consumers, whether agents, brokers or industry service providers, are also assailed with media trying to sell a product. It is imperative that advertising dollars are spent on ad vehicles that are “sticky,” that remain in people’s minds long after they have viewed your ad or perhaps clicked through to your website.

Nancy Germond, ARM, AIC, President of Insurance Writer, develops advertising and provides consulting services for a variety of insurance-related organizations. Stillman Thomas develops advertising and provides website design and computer consulting.

For more information regarding the services they provide, please e-mail her at insurancewriter@earthlink.net or call her at (573) 638-3738.

Form letters often in poor form

Most agency or claims management systems have standard form letters that the user can send to clients and insureds. I've viewed more than my share of the letters as a Lloyd's auditor, and frankly, they leave a lot to be desired.

Here's a typical "your premium came in high" letter I found on one agency management system:

Dear First Name:

Your auto insurance has been issued with a premium higher than we quoted. The result is a higher $74 for an additional ticket you failed to disclose. A notice of cancellation will result ... and may result in the loss of your license.

Okay, many of your are saying. We don't even want to write people who lie to us. I don't blame you. However, in a non-cancellation state, you're married to the insured for the foreseeable future. In addition, First Name may have cousins, brothers, a mom or dad, who don't lie. How you treat First Name in every interaction makes a difference.

Consider, instead of that form letter, this quickly customized form letter:

Dear Mr. Last Name:

Unfortunately, an additional speeding citation you received on August 13, 2006, still appears on your motor vehicle record. Therefore, your policy, which we originally quoted at $700 annually for liability only on your 1998 Nissan truck, will now cost $29 additionally annually. The company has billed you for this additional premium. If you did not receive the bill, please call us immediately so that we can make arrangements to assist you.

Thank you for trusting us with one of the most important decisions you can make--your insurance. If we can assist you or someone you know, we would love to help.

Most systems allow you to input your own letters or customize their form letters. Why not take a few moments and customize your letters?

Each contact you have with your clients is a chance to do one of two things--turn them into a more loyal customer or alienate them. There isn't much middle ground, is there?

Client churn can often be attributed directly to customer service and in today's competitive marketplace, people still value the personal touch. Even those with convenient memories.

New study shows women-loaded boards performed higher

An interesting new study by Catalyst, a consulting firm, found that companies with more females on their board enjoyed 53 percent higher equity returns than those with few women on their boards.

As the insurance industry talent gap widens as Boomers retire or change careers, companies should examine their hiring and promotion practices to ensure they don't overlook their brightest talent.

To read a synopsis of this study, click here.

White Paper now available

The White Paper "Brain Drain--Twenty Two Steps to Reduce the Impact of Retirement and Increase Employee Retention is now available on my website here.

To read the full press release, click this link.

This White Paper offers solid solutions to the coming loss of intellectual capital companies face with the impending retirement of Baby Boomers, historically brief job stays, and the difficulties of managing an increasingly multigenerational workforce.

My wonderful mother

Marge and my father Andy, married in 1940, founded two insurance agencies, but more importantly, taught their four children strong values. My brothers and I miss them daily.

My most awesome father

Here he is (left) introducing Barry Goldwater at his Rotary Club.

Everything I learned about how to treat people (and most of what I learned about insurance), I learned from my father and my mother.

May they rest in peace.

E-mail ads that work

This is a very interesting article about the development of different typefaces and the logo changes that The Nature Conservancy has undergone in its history. While we aren't type designers, we do develop e-mail advertising for some of the top MGAs in the country, so choosing a type that fits with your corporate image is always part of our design.

How do we design an ad for you? First, we spent quite a bit of time on your website and review any written communications you send out about your program. For example, if you're writing habitational products, we'll look at promotional material you send about your offerings or any links on your website such as where your agency agreements reside to determine the look of your website.

From there, we pick a theme. If our client allows, we try to think outside the insurance box. For example, we developed a hilarious and highly successful e-mail campaign for an insurance education provider. The theme: "I have to take another insurance class?" Then we found a picture of a young man sleeping in his coffee cup.

That particular campaign really generated click-throughs, which is the point. You want to drive people to your website. Even if they don't buy then, they know who you are and, perhaps with some repetition (another ad, because research shows it takes at least seven contacts before someone actually buys from you), they'll make a purchase.

People want to buy from people; not a nameless corporation. So it's vital that we learn a little bit about how you operate so that we can pitch your personality in our ad. We really enjoy designing email ads that help make our customers more successful.

E-mail ads must be expensive, you might think. They are very inexpensive when you consider you're getting thousands of people to see your ad, versus static advertising like an ad in a trade journal, which is not interactive and is often simply branding your corporate identity. As we've discussed before, branding is vital long-term. But if you need to make a sale this week, then e-mail is the best way to achieve that sale.

If you want to read an excellent article on typeface design, click here. And if we can help you, call anytime at 573.638.3738. I'm a writer; I work weird hours.

Google earth

If you want to see some beautiful pictures of the earth and sky, visit http://www.earth.google.com/ and download Google earth. Here's where I'm located, just in case you want to drop by. ;-)
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As technology improves with lightning speed and makes distances seem to disappear, it's good for those of us in customer service (and who isn't in customer service) to remember: The Golden Rule is never outdated in business or personal relationships.
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Thanks for visiting Insurance Writer!