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Profit and control have been the driving themes of the manufacturing industry over the past 150 years. However, as we get deeper into the knowledge economy, we find both of these concepts evolving. The issue of profitability is turning into the issue of sustainability. The issue of control is turning into the issue of empowerment.
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This letter and questionnaire generated quite a response and helped one agency that sent it learn a lot about their image. The response rate to the letter was 13.23% --...
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Third-party endorsements inspire confidence and increase your credibility. Make letters of recommendation part of your marketing mix. In this document, Bill Cates tells you how and when to ask for letters of recommendation.
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LEVERAGE SELLING FOR CSRs by Mary Beth Bolen CSRs can use their networking skills to garner qualified leads. 'Selling through service' is a good motto for CSRs in any agency. But how do...
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LinkedIn IMPROVEMENTS by Steve Anderson LinkedIn is one of our favorite tools for researching and finding information about prospects and clients. Over the last several months, LinkedIn h...
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LISTENING TO CUSTOMERS by Troy Campbell To find out how the agency is perceived by customers requires continuous monitoring. Detailed perceptions can be obtained from a complaint log, a compli...
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LISTENING: SO WHATS IN IT FOR ME? by Lynn Thomas Listening differs from hearing. Hearing is passive. Listening is a learned skill its active. People remember only about ...
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LIVE THE CARE IN CUSTOMER CARE! by Grace Bauer You probably have a clear idea of what you expect from your producers. What about your support staff? Do you have procedures for your rece...
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LOOK CLOSELY AT THE CORPORATE IDENTIFICATION PROGRAM by Richard Barry There are plenty of good and bad ideas that will dictate the direction of a corporate identification p...
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LOSING THOSE MEETING BLUES by Jack Burke Meeting, noun. 1. A coming together; assembly. 2. A joining. 3. A hostile encounter, as a duel. (Webster's American Dictionary) Meeting, n...