“Moments of truth” occurs whenever CSRs and producers talk to a customer on the phone or in person. It’s important that each member of the agency be prepared for this contact. The impression left with the client or prospect will determine their future relationship with your agency. Because the ultimate goal of any business is to obtain and retain customers, it’s essential for you to create the proper image at the moment of truth. Some of the key factors in managing the moment of truth are:

MANAGING SMALL COMMERCIAL ACCOUNTS by Cindy Brady, CIC In many agencies, 'small' Commercial accounts get over-serviced while larger accounts are under-serviced because both are treated the same. S...

MANAGING THE CLAIMS HANDLING PROCESS by Catherine Oak The claims function in a firm is usually handled in one of two ways: 1. CSRs or the producers handle the client's claims from...

An effective marketing program will benefit you, your carriers, and your clients.

Unless you meet your customer’s needs, there’s no room for an insurer — let alone your agency. If the company doesn’t make money, the entire system falters.

MARKETING WITH NEWSLETTERS by Jack Burke Newsletters. We see them every day. We subscribe to them, get them for free, market with them. We learn from them. But how much do we reall...

MARKETING: AGE MATTERS by Steve Anderson The better you understand the thoughts, fears, motivations, and expectations of each generation, the better you will be able to market to, as well...

MAXIMIZE YOUR OPPORTUNITES IN A HARDENING MARKET by Jack Burke Is the market hardening? The debate rages on without a conclusion. However, more and more experts are leaning toward ...

MEASURING CUSTOMER SATISFACTION by Brenda French We have found that companies must effectively manage the process of customer satisfaction to gain and retain profitable customers. However...

MEETING CUSTOMER EXPECTATIONS by Carol Hammes Loyalty used to be a mainstay of the independent agency system. Having a long-term relationship with an insurance carrier actually meant something...

MORE LESSONS FROM THE ROAD by Emily Huling The wait staff in a restaurant treats you so poorly that you fume. You vow never to return. Then you wonder if any of your clients have ever f...