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Appropriate claims handling can easily reduce payouts and an entity’s losses by 20%-50%. In this article, Monte Gale provides an adjuster’s guide to controlling a loss once it’s submitted.
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CUSTOMER LOYALTY AND RETENTION PRIMER by Lynn Thomas In todays highly competitive marketplace, customer retention is a critical success factor. IIAAs Best Practices lists i...
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CUSTOMER PROFILING by Al Diamond Although most agency management systems offer the potential to profile customers, relatively few agents complete, update, or use their customer profiles effecti...
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CUSTOMER SATISFACTION by Mary Beth Bolen Common wisdom has it that nearly 70% of customers who leave to do business elsewhere do so because the personnel they deal with are indifferent to thei...
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CUSTOMER SERVICE AS PROFIT CENTER by G. Edward Kalbaugh In a service business, customer relationships fuel the engine of sales. This tenet is especially important for insurance agents, whose...
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CUSTOMER SERVICE REPORT CARDS by Dave Kahle Although almost every agency claims to give better service than their competition nobody seems to be able to define 'better service.' And since ...
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CUSTOMER SERVICE TESTS by Bill Wilson Customer service is critical to agency profitability and growth. Outstanding customer service leads to customer satisfaction. Customer satisfaction lead...
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CUSTOMER SERVICE, MICKEY MOUSE STYLE by Karen Flaherty Ask most agency owners what distinguishes their firm from the competition and the answer is almost always, 'We give the best service.' Ye...
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CUSTOMER SERVICE: ACCENTUATE THE POSITIVE by Patricia Czech No doubt, you've heard of the 3-11 Customer Rule. It holds that a happy customer will recommend your business to three peop...
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CUSTOMER SERVICE: ACTIONS SPEAK LOUDER THAN WORDS by Jack Burke I recently attended a city council meeting in Hollister, Missouri, a sister city to Branson. I attended in order to support...