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?
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