{"id":18835,"date":"2021-03-03T10:00:00","date_gmt":"2021-03-03T10:00:00","guid":{"rendered":"https:\/\/try.experience.com\/news\/?p=18823"},"modified":"2023-12-14T18:32:07","modified_gmt":"2023-12-14T18:32:07","slug":"better-business-bureau-reviews","status":"publish","type":"post","link":"https:\/\/try.experience.com\/resources\/better-business-bureau-reviews\/","title":{"rendered":"The Better Business Bureau is Contacting Us About One of Our Claims!?"},"content":{"rendered":"<div  class=\"tatsu-hktvrouex25tcu0p tatsu-section  tatsu-bg-overlay   tatsu-clearfix\" data-title=\"\"  data-headerscheme=\"background--dark\"><div class='tatsu-section-pad clearfix' data-padding='{\"d\":\"15px 0px 15px 0px\"}' data-padding-top='15px'><div class=\"tatsu-row-wrap  tatsu-wrap tatsu-row-one-col tatsu-row-has-one-cols tatsu-medium-gutter tatsu-reg-cols  tatsu-clearfix tatsu-hktvrouezbwohdv\" ><div  class=\"tatsu-row \" ><div  class=\"tatsu-column  tatsu-bg-overlay tatsu-one-col tatsu-column-image-none tatsu-column-effect-none  tatsu-hktvrouf185xc7ro\"  data-parallax-speed=\"0\" style=\"\"><div class=\"tatsu-column-inner \" ><div class=\"tatsu-column-pad-wrap\"><div class=\"tatsu-column-pad\" ><div  class=\"tatsu-module tatsu-text-block-wrap tatsu-hktvrouf2z8axrrl  \"><div class=\"tatsu-text-inner tatsu-align-center  clearfix\" ><style>.tatsu-hktvrouf2z8axrrl.tatsu-text-block-wrap .tatsu-text-inner{width: 100%;text-align: left;}<\/style><p>\n<\/div><\/div><\/div><\/div><div class = \"tatsu-column-bg-image-wrap\"><div class = \"tatsu-column-bg-image\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-column-overlay tatsu-animate-none\" ><\/div><\/div><style>.tatsu-row > .tatsu-hktvrouf185xc7ro.tatsu-column{width: 100%;}.tatsu-hktvrouf185xc7ro.tatsu-column > .tatsu-column-inner > .tatsu-column-overlay{mix-blend-mode: normal;}.tatsu-hktvrouf185xc7ro > .tatsu-column-inner > .tatsu-top-divider{z-index: 9999;}.tatsu-hktvrouf185xc7ro > .tatsu-column-inner > .tatsu-bottom-divider{z-index: 9999;}.tatsu-hktvrouf185xc7ro > .tatsu-column-inner > .tatsu-left-divider{z-index: 9999;}.tatsu-hktvrouf185xc7ro > .tatsu-column-inner > .tatsu-right-divider{z-index: 9999;}<\/style><\/div><\/div><\/div><\/div><div class=\"tatsu-section-background-wrap\"><div class = \"tatsu-section-background\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-section-overlay\"><\/div><style>.tatsu-hktvrouex25tcu0p .tatsu-section-pad{padding: 15px 0px 15px 0px;}.tatsu-hktvrouex25tcu0p > .tatsu-bottom-divider{z-index: 9999;}.tatsu-hktvrouex25tcu0p > .tatsu-top-divider{z-index: 9999;}.tatsu-hktvrouex25tcu0p .tatsu-section-overlay{mix-blend-mode: normal;}<\/style><\/div><div  class=\"tatsu-gsw4gkeuzw2s3zqr tatsu-section  tatsu-bg-overlay   tatsu-clearfix\" data-title=\"\"  data-headerscheme=\"background--dark\"><div class='tatsu-section-pad clearfix' data-padding='{\"d\":\"15px 0px 15px 0px\"}' data-padding-top='15px'><div class=\"tatsu-row-wrap  tatsu-wrap tatsu-row-one-col tatsu-row-has-one-cols tatsu-medium-gutter tatsu-reg-cols  tatsu-clearfix tatsu-gsw4gkev169gvc39\" ><div  class=\"tatsu-row \" ><div  class=\"tatsu-column  tatsu-bg-overlay tatsu-one-col tatsu-column-image-none tatsu-column-effect-none  tatsu-gsw4gkev2bc3d6pj\"  data-parallax-speed=\"0\" style=\"\"><div class=\"tatsu-column-inner \" ><div class=\"tatsu-column-pad-wrap\"><div class=\"tatsu-column-pad\" ><div  class=\"tatsu-module tatsu-text-block-wrap tatsu-gsw4gkev3e6oafrj  \"><div class=\"tatsu-text-inner tatsu-align-center  clearfix\" ><style>.tatsu-gsw4gkev3e6oafrj.tatsu-text-block-wrap .tatsu-text-inner{width: 100%;text-align: left;}<\/style><p><\/p>\n<p>This can\u2019t be good.\u00a0 Great, I have to respond to a complaint from an unhappy customer.\u00a0 I wonder which adjuster screwed up.<\/p>\n<p><\/p>\n<p><\/p>\n<p>I know for certain I am not the only person who had these thoughts pop into my mind.\u00a0 As a claims leader, hearing that the Better Business Bureau (BBB) was contacting us about a claim was never a good thing.<\/p>\n<p><\/p>\n<p><\/p>\n<p>This meant that a customer was so dissatisfied with their Claims Experience that they were compelled to reach out and file a complaint.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>For the claims departments I oversaw, this was just part of the job.\u00a0 It might as well have been part of the job description:<\/p>\n<p><\/p>\n<p><\/p>\n<p>\u201cMust be able to respond to outside entities in regard to customer complaints in a timely manner\u201d<\/p>\n<p><\/p>\n<p><\/p>\n<p>Why is this the case?<\/p>\n<p><\/p>\n<p><\/p>\n<p>Well for all too long, the BBB and other similar consumer sites have been seen as a sounding board for upset customers.\u00a0 And typically the only people going out to these sites are customers that have had a tough experience.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>And this just doesn\u2019t go for Claims.\u00a0 Or Insurance.\u00a0 Or Financial Services.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>This is the norm across nearly all consumer verticals.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>So what can we possibly do about this?<\/p>\n<p><\/p>\n<p><\/p>\n<h3 class=\"wp-block-heading\"><strong>We need to encourage our happy customers to leave us reviews on external site<\/strong>s<\/h3>\n<p><\/p>\n<p><\/p>\n<p>Wouldn\u2019t it be nice to get a notification that a customer left a positive review on the BBB?\u00a0 OK, we\u2019re going to head down a path now, so be sure to strap in!<\/p>\n<p><\/p>\n<p><\/p>\n<p>We know we have lots of happy customers, but do we know who these customers are?\u00a0 Do we know that they\u2019d be willing to leave us reviews?\u00a0 We should.<\/p>\n<p><\/p>\n<p><\/p>\n<p>By collecting feedback from your customers, you should be able to determine which customers you have pleased.\u00a0 And which ones will go so far as to do something for you (read:\u00a0 leave you a review).\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>But just because they\u2019re happy and they may be willing to do that something for you, doesn\u2019t necessarily mean that they will.\u00a0 How do we better our odds?<\/p>\n<p><\/p>\n<p><\/p>\n<h3 class=\"wp-block-heading\"><strong>Ask at the right time and make it simple!<\/strong><\/h3>\n<p><\/p>\n<p><\/p>\n<p>If your adjuster absolutely crushed it on a claim and the customer is loving on your company, asking them at that exact moment will better the odds.\u00a0 But at that moment just telling them to go to a site to share their thoughts may not be enough.<\/p>\n<p><\/p>\n<p><\/p>\n<p>The goal is to remove as much friction as possible so that the customer finds the process easy.\u00a0 Providing a link to the review site or your profile at the moment of truth may be one method.\u00a0 Some sites like Google My Business(GMB) allow you to link precisely to the \u201cWrite a Review\u201d window.<\/p>\n<p><\/p>\n<p><\/p>\n<h3 class=\"wp-block-heading\"><strong>Put yourself in your customer\u2019s shoes. <\/strong>\u00a0<\/h3>\n<p><\/p>\n<p><\/p>\n<p>You\u2019re happy with the Claims experience and the adjuster asks you to leave a GMB review.\u00a0 So you have to search for the company online.\u00a0 Then you may see that the insurance company has multiple locations.\u00a0 Which location should I leave the review for?\u00a0 OK, we\u2019re facing a bit of friction now, so odds are we\u2019re not going any further.<\/p>\n<p><\/p>\n<p><\/p>\n<p>That same adjuster asks if you\u2019d leave a GMB review and sends you a link via email or text.\u00a0 You click on the link and there it is, GMB\u2019s \u201cWrite a Review.\u201d\u00a0 I\u2019m pretty sure you would be a lot more likely to click a star rating and leave a few comments if all you had to do was click that one link.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>I know what you\u2019re thinking.\u00a0 Reviews, that\u2019s a marketing and sales thing.\u00a0 We don\u2019t do that in Claims.\u00a0 If we start to push reviews, unhappy customers will leave us reviews too.<\/p>\n<p><\/p>\n<p><\/p>\n<p>The first thing I would ask is, do you want to hide from negative comments?\u00a0 Honestly, if customers have a tough experience, wouldn\u2019t you want to know about it so you can determine if there is something you can do about it?\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>Maybe a process is broken.\u00a0 Maybe an adjuster needs further coaching.<\/p>\n<p><\/p>\n<p><\/p>\n<p>Receiving feedback about negative experiences are golden opportunities to continually improve upon the experiences of all of your customers.<\/p>\n<p><\/p>\n<p><\/p>\n<p>Enough about unhappy customers.\u00a0 Let\u2019s get back to the happy customers leaving reviews about their Claims experience.<\/p>\n<p><\/p>\n<p><\/p>\n<p>A true differentiator between your insurance company and another is the Claims Experience and service you provide your customers.\u00a0 The individual stories about a customer\u2019s experience can help your marketing and sales teams attract new customers.\u00a0 Hell, we may even be able to retain existing customers based on all of this.<\/p>\n<p><\/p>\n<p><\/p>\n<h3 class=\"wp-block-heading\"><strong>It\u2019s crazy how we can shift the mindset of Claims being a cost-center to assisting in revenue generation right?\u00a0 But we can!<\/strong><\/h3>\n<p><\/p>\n<p><\/p>\n<p>At Experience.com we were helping an insurance carrier partner get their claims department up and running on a customer feedback campaign.\u00a0 We made the recommendation to design a secondary workflow of the campaign to push customers out to the BBB site to leave a review.<\/p>\n<p><\/p>\n<p><\/p>\n<p>For many of the reasons we mentioned above, they were hesitant.<\/p>\n<p><\/p>\n<p><\/p>\n<p>Because at the time, only their unhappy customers would head out to the BBB.\u00a0 With less than a 2.0 star rating from 27 customer reviews over a number of years, their BBB profile was a liability.<\/p>\n<p><\/p>\n<p><\/p>\n<p>They agreed to move forward with the secondary workflow to the BBB.\u00a0 After just 90 days they received 40 more reviews on the site and their average star rating hit 3.7 and on the rise!\u00a0 Ultimately, their BBB profile made the shift from a liability to an asset.<\/p>\n<p><\/p>\n<p><\/p>\n<p>It changed the story from the BBB being a sounding board of their unhappy customers, to a site where consumers can see the stories of their happy customers.<\/p>\n<p><\/p>\n<p><\/p>\n<p>If we can collectively flip the script, as this carrier partner did, maybe it wouldn\u2019t be such a bad thing to get a notification from the Better Business Bureau about one of our claims.<\/p>\n<p><\/p>\n<p><\/p>\n<p>Contact us to learn how you can use Experience.com&#8217;s XMP platform to manage your online reviews , or simply fill out the form below to get a free consultation.<\/p>\n<p><\/p>\n<p><\/p>\n<p>\u00a0<\/p><\/div><\/div><\/div><\/div><div class = \"tatsu-column-bg-image-wrap\"><div class = \"tatsu-column-bg-image\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-column-overlay tatsu-animate-none\" ><\/div><\/div><style>.tatsu-row > .tatsu-gsw4gkev2bc3d6pj.tatsu-column{width: 100%;}.tatsu-gsw4gkev2bc3d6pj.tatsu-column > .tatsu-column-inner > .tatsu-column-overlay{mix-blend-mode: normal;}.tatsu-gsw4gkev2bc3d6pj > .tatsu-column-inner > .tatsu-top-divider{z-index: 9999;}.tatsu-gsw4gkev2bc3d6pj > .tatsu-column-inner > .tatsu-bottom-divider{z-index: 9999;}.tatsu-gsw4gkev2bc3d6pj > .tatsu-column-inner > .tatsu-left-divider{z-index: 9999;}.tatsu-gsw4gkev2bc3d6pj > .tatsu-column-inner > .tatsu-right-divider{z-index: 9999;}<\/style><\/div><\/div><\/div><\/div><div class=\"tatsu-section-background-wrap\"><div class = \"tatsu-section-background\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-section-overlay\"><\/div><style>.tatsu-gsw4gkeuzw2s3zqr .tatsu-section-pad{padding: 15px 0px 15px 0px;}.tatsu-gsw4gkeuzw2s3zqr > .tatsu-bottom-divider{z-index: 9999;}.tatsu-gsw4gkeuzw2s3zqr > .tatsu-top-divider{z-index: 9999;}.tatsu-gsw4gkeuzw2s3zqr .tatsu-section-overlay{mix-blend-mode: normal;}<\/style><\/div><div  class=\"tatsu-hktvroufpceg03hs tatsu-section  tatsu-bg-overlay   tatsu-clearfix\" data-title=\"\"  data-headerscheme=\"background--dark\"><div class='tatsu-section-pad clearfix' data-padding='{\"d\":\"15px 0px 15px 0px\"}' data-padding-top='15px'><div class=\"tatsu-row-wrap  tatsu-wrap tatsu-row-one-col tatsu-row-has-one-cols tatsu-medium-gutter tatsu-reg-cols  tatsu-clearfix tatsu-hktvroufqmdvucz8\" ><div  class=\"tatsu-row \" ><div  class=\"tatsu-column  tatsu-bg-overlay tatsu-one-col tatsu-column-image-none tatsu-column-effect-none  tatsu-hktvroufrnc83ulk\"  data-parallax-speed=\"0\" style=\"\"><div class=\"tatsu-column-inner \" ><div class=\"tatsu-column-pad-wrap\"><div class=\"tatsu-column-pad\" ><div  class=\"tatsu-module tatsu-text-block-wrap tatsu-hktvroufsk60jhue  \"><div class=\"tatsu-text-inner tatsu-align-center  clearfix\" ><style>.tatsu-hktvroufsk60jhue.tatsu-text-block-wrap .tatsu-text-inner{width: 100%;text-align: left;}<\/style>\n<\/div><\/div><\/div><\/div><div class = \"tatsu-column-bg-image-wrap\"><div class = \"tatsu-column-bg-image\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-column-overlay tatsu-animate-none\" ><\/div><\/div><style>.tatsu-row > .tatsu-hktvroufrnc83ulk.tatsu-column{width: 100%;}.tatsu-hktvroufrnc83ulk.tatsu-column > .tatsu-column-inner > .tatsu-column-overlay{mix-blend-mode: normal;}.tatsu-hktvroufrnc83ulk > .tatsu-column-inner > .tatsu-top-divider{z-index: 9999;}.tatsu-hktvroufrnc83ulk > .tatsu-column-inner > .tatsu-bottom-divider{z-index: 9999;}.tatsu-hktvroufrnc83ulk > .tatsu-column-inner > .tatsu-left-divider{z-index: 9999;}.tatsu-hktvroufrnc83ulk > .tatsu-column-inner > .tatsu-right-divider{z-index: 9999;}<\/style><\/div><\/div><\/div><\/div><div class=\"tatsu-section-background-wrap\"><div class = \"tatsu-section-background\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-section-overlay\"><\/div><style>.tatsu-hktvroufpceg03hs .tatsu-section-pad{padding: 15px 0px 15px 0px;}.tatsu-hktvroufpceg03hs > .tatsu-bottom-divider{z-index: 9999;}.tatsu-hktvroufpceg03hs > .tatsu-top-divider{z-index: 9999;}.tatsu-hktvroufpceg03hs .tatsu-section-overlay{mix-blend-mode: normal;}<\/style><\/div>","protected":false},"excerpt":{"rendered":"<div><a href=\"https:\/\/try.experience.com\/resources\/better-business-bureau-reviews\/\" class=\"exp-read-more exp-read-more-underlined\">Read More<\/a><\/div>\n","protected":false},"author":1,"featured_media":19389,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"wpb-single-post.php","format":"standard","meta":{"footnotes":""},"categories":[23],"tags":[212,209,208],"solutions":[100,10],"industries":[6],"class_list":["post-18835","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-article","tag-bbb","tag-customer-experience-managemnet","tag-insurance-claims-department","solutions-brand-reputation","solutions-customer-experience","industries-insurance"],"_links":{"self":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts\/18835","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/comments?post=18835"}],"version-history":[{"count":0,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts\/18835\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/media\/19389"}],"wp:attachment":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/media?parent=18835"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/categories?post=18835"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/tags?post=18835"},{"taxonomy":"solutions","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/solutions?post=18835"},{"taxonomy":"industries","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/industries?post=18835"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}