Twenty-three years ago Walter wrote a landmark article, “Who the Hell Is the Customer?” This is reproduced here. It seems that not much has changed in 23 years. Unfortunately, because we need to change.
Sometime ago there was one day strike by all employees of the General Insurance Corporation. What did they want? Higher wages? Better working condition? Better training? Greater opportunities to contribute? None. They were protesting against the government’s intention to open up the insurance sector to private and international companies. They probably feared that these new companies will charge lower premia, settle claims promptly, and pay higher compensations. All this is good for the consumer who now sometimes ...
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