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IS CUSTOMER LOYALTY DEAD? by JoAnna Brandi When an agency meets some or all of our expectations we usually say that we're satisfied. When an agency goes a few steps further ...
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IS THIS STILL YOUR FATHER'S AGENCY? by Pegi Flahault To paraphrase an automobile advertising slogan: Is this still your father's agency? Are you trying to run the agency the same way it was ru...
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ITS HUNKER- DOWN TIME! by Edward Curry How well is your agency prepared to deal with todays economic and market woes? Now might be a good time to...
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JOIN FORCES WITH A LIFE PROFESSIONAL by Harlan Warthen Harlan Warthen provides a simple, field proven, cost-effective program that you can use to produce a consistent flow of highly qualifi...
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KEEP CONTROL OF THE AGENCY UNDER CONTROL by Grace Bauer In these times, agency principals and owners are working lean. It's difficult to find good help, and agency numbers force com...
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KEEP EMPLOYEES HAPPY! by Grace Bauer Have you ever asked yourself, 'Am I treating my employees the way I would want to be treated?' The more I talk to agents, the more I realize so...
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LEARNING PLANS FOR CSRs by Mary Beth Bolen Customer service is a dynamic, changing field. A stick-in-the-mud agency that clings to outdated practices often stays right where it started - in the ...
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Profit and control have been the driving themes of the manufacturing industry over the past 150 years. However, as we get deeper into the knowledge economy, we find both of these concepts evolving. The issue of profitability is turning into the issue of sustainability. The issue of control is turning into the issue of empowerment.
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LISTENING TO CUSTOMERS by Troy Campbell To find out how the agency is perceived by customers requires continuous monitoring. Detailed perceptions can be obtained from a complaint log, a compli...
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LIVE THE CARE IN CUSTOMER CARE! by Grace Bauer You probably have a clear idea of what you expect from your producers. What about your support staff? Do you have procedures for your rece...