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RETENTION AND RENEWALS: TWO NEW STEPS FOR PRODUCERS AND CSRs by Preston Diamond The higher your agencys referral and renewal rate, the stronger your bottom line. In this docume...
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RETHINKING APPROACHES TO CUSTOMER SERVICE by Jack Fries You can distinguish your customer service from other 'ME TOO' agencies by dividing the paper processing and service functions. Whet...
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SALES SUCCESS DEPENDS ON THE QUALITY OF YOUR CONTACT by Emily Huling You've been told that sales is a game of numbers. Through tireless effort, you've established a prospect list of 700...
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SALES SUCCESS THROUGH MOMENTS OF TRUTH by Lynn Thomas, JD Moments of truth. Is that just a catchy phrase? Or is it another marketing gimmick? Actually, moments of truth (MOT) represent a simp...
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SALVAGING CLIENTS/PROSPECTS IN A STAGNANT ECONOMY by John R. Graham It's taken a couple of years to figure out just what's happening in the economy, but the picture now ...
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SALVAGING YOUR INVESTMENT AFTER THE EARTHQUAKE by John Barclay, Esq. The Northridge earthquake has resulted in billions of dollars of property damage. Insurance, private assistance, and public assis...
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SAMPLE ELECTRONIC COMMUNICATION POLICY by Steve Anderson Every firm with a computer network, Internet access, or e-mail should have a policy for using them. Without one, you ris...
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SATISFYING THE CUSTOMER by JoAnna Brandi There is much change afoot in American business and much needed change. Nowhere is that more evident than in the quality movement. Even though consumers ...
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SCHEDULING INTERNAL COMMUNICATIONS by Jack Burke It's 5 p.m. Your 'to do' list looks almost as long as it did this morning. There's a 7 a.m. meeting in the morning and your spouse jus...
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Scream Marketing by Patricia Berry Attracting the attention of customers becomes more complicated as the markets become overcrowded. Every seller looks the same. Buyers are con...