Ralph Mucerino, Principal, RPM Strategy and Management Consulting LLC
 

Ralph Mucerino, Principal, RPM Strategy and Management Consulting LLC
 

When I was asked to write about the customer experience, I wondered if I should take a textbook approach and focus on “just the facts.” I chose to take a blended approach by discussing some basic concepts of customer centricity and personal experiences as an insurance executive and consumer, starting with some recent consumer experiences.