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THE IMPACT OF CUSTOMER CARE ON E&O by Jack Fries Does your customer service provide effective protection from current and future E&O losses? In October of 1991, an upscale ...
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THE INTERNET AND THE ARRIVAL OF THE CITIZEN MARKETER by John Graham All the signs point in every possible direction. Even at huge eBay, the quintessential Internet portal, revenues are sl...
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THE KEY TO PROFITABILITY by Mary Beth Bolen To be successful in business, carrier marketing managers must thoroughly understand what business they are in, why they are in it, and ho...
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THE OVERWORKED AND UNDERPAID CSR by Grace Bauer Agency principals need to realize how overworked and underpaid CSRs really are. Look around the office. Are employees coming in early to get ...
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We all know the value that cross-selling brings to agencies. According to industry statistics, profit margins on the second sale are two to three times higher than the first and retention is 60% higher. Yet the average independent agency’s number of policies per customer hasn’t changed in 20 years. How can such a vital, well-publicized goal remain so elusive for so long? It’s as if we all know how to become millionaires but ignore the facts. The truth is that cross-selling is a complex process that can fail for a number of reasons.
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THE POWER OF TESTIMONIALS by Jack Burke Preachers might have been the first to understand the power of te...
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THE PROFITABLE POWER OF CROSS-SELLING AND UP-SELLING by Lynn Thomas With all the information thats available on the benefits of account rounding, its amazing that agencies ...
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THE QUALITY SCORECARD by Al Diamond Without industrywide efforts to improve, the insurance industry will continue to be susceptible to alternative markets, alternative-distribution channels, an...
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THE REALITIES OF DIRECT MAIL by Richard Barry 'I'm looking for cheap direct mail that works! Any ideas?' This is a legitimate question and worthy of discussion...
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THE ROLE OF AN OWNER: IS IT ABOUT YOU OR THEM? by Jack Burke Leadership means a willingness to embrace chan...