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USING THE PHONE by Mary Beth Bolen When your phone rings, you may or may not know who is at the other end of the line; you'll only know for sure if you have a receptionist skilled in the art of...
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VALUING YOUR CUSTOMERS: PART I by Jack Burke As a person who deals in audio and video, as well as the printed word, Ive always been a bit backward and out-of-sync with my personal ...
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VALUING YOUR CUSTOMERS: PART II by Jack Burke The previous article discussed the purchase of a new television and my impatience when it came to waiting for delivery. I can now report that...
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VENTURE CAPITALISTS ARE LOOKING FOR FAILURES by Maribeth Kusmeski Did you know failure is one of the biggest indicators of future success in an entrepreneur? According to an article in th...
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VERTICAL RELATIONSHIPS BUILD BUSINESS by Emily Huling Its no secret that strong personal relationships with clients help businesses grow and prosper. All too often client re...
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WALKING THE TALK: WHEN AN AGENCYS SERVICE STANDARDS FAIL by Al Diamond Every agent with whom we speak tells us that their primary product is service. The agency provides such a high leve...
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Have you ever considered what just one customer is worth to your business over a five to ten year period or longer? Carl Sewell is one of the nation’s leading Cadillac dealers. In his book, Customers for Life, Sewell calculates the amount of revenue an auto dealer could realize from an average buyer if the dealership could keep the customer for life. Would you believe $332,000? And that’s just one customer! In this article, Vicki Lenz shares her top 10 reasons for creating customer loyalty.
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WHAT ABOUT THE YEARLY ACCOUNT REVIEW? by Grace Bauer Have you ever thought about completing a yearly account review of your insureds in Commercial and Personal lines? You might be thinking,...
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WHAT DO CLIENTS NEED? THAT DEPENDS ON THE CLIENT by Mary Beth Bolen Your job title is customer service representative (or customer service agent) -- but just what does that mean? What is the ex...
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WHAT DO CUSTOMERS WANT? by Chris Burand Visitors to www.ebix.com , an insurance portal Web site, were asked what their top concern was in purchasing insurance. As many as 56% of respond...