Trade Voice: Cila’s David Ross on where the industry goes wrong on gaining customer trust
David Ross, executive director of the Chartered Institute of Loss Adjusters, argues that while the industry has a mountain to climb to gain customers’ trust, claims presents a simple and effective starting point.
Nobody likes us.
Which is odd, because as an industry, we spend billions on marketing every year telling customers just how wonderful we are, how much we can be trusted, how we understand what they
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