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CUSTOMER SERVICE: THE WOW! FACTOR by Shep Hyken The Wow! factor boils down to one thing: Exceeding the expectations of the customer. It goes beyond great customer service. In ...
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CUSTOMER SERVICE: WHOM SHOULD YOU lsquo;WOW? by Steve Anderson Ive been reading quite a bit lately about how to create a customer experience that will WOW clients and k...
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CUSTOMER/PROSPECT CORRESPONDENCE: CHOOSE RIGHT WORDS TO CONVEY RIGHT MEANING Poor word choice in customer correspondence can alienate prospects and customers. Additionally, jargon can be misint...
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CUSTOMERS: lsquo;IF YOU SERVE THEM, THEY'LL SERVE YOU ' by Jack Burke It has become abundantly clear that merely surrounding good product with quality service at competitive rat...
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CUSTOMERS: COMPLEXITY, INTANGIBLES, AND INSURANCE by Chris Burand During the past few months, regulations have been proposed that would require agents and brokers to provide clients co...
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DATABASE MANAGEMENT: WORKING WITH CONTACT INFORMATION by Steve Anderson These two tools can help keep your database up to date. CAPTURE CONTACT INFORMATION Although the Inte...
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DATABASE MARKETING - HIGH-TECH SELLING by David Beaton Looking for ways to improve sales and profits? A technique that many brokers are finding very effective is ...
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Your client and prospect databases are valuable resources that could cost the agency a bundle if they fell into the wrong hands. Yet under federal copyright law,...
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DEALING WITH THE PUBLIC Here's a real-life scenario from a CSR (KM) who felt she couldn't work with people effectively. After having worked in a large brokerage house in the same geographic a...
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DEFEATING CUSTOMER LOYALTY by Jack Burke Its not the big things that will cost you customers. Quite frequently, its the small things that drive people into the arms of you...