Nancy Flowers - Vice President of Insights & Loyalty at Hagerty [Loyalty]

Press 1 For Nick

Nancy Flowers is the Vice President of Insights & Loyalty at Hagerty. She is a Loyalty Strategist, Client Experience & VOC Expert, Marketing Professional, and Champion of Change. 00:32 Introduction 02:10 Hagerty Insurance is an Automotive Lifestyle Brand. What does that mean? 10:16 VP of Insights and Loyalty – tell me what you are responsible for at Hagerty? 12:18 Loyalty- how do you define it at Hagerty? 14:41 How do you drive customer engagement and loyalty at Hagerty Insurance? 17:16 Why is it important to focus on the Moments that Matter? 19:24 How do you prioritize MTM? 26:26 How do you build an emotional connection in Moments that Matter? Do you have an example? 29:45 Can you correlate human emotion to business value? Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7 Free Ebook *** ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** LISTENER SUPPORT Support this show through Buy Me A Coffee *** BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY: VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message