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...

LONG-TERM CARE INSURANCE: NOT FOR SENIORS ONLY! Imagine an insurance product that your clients will keep for 20 or 30 years, or longer, while continuing to pay you generous commissions...

MAILING LIST MANAGEMENT by Monica Woldring The uses of mailing lists are many and varied. Some of the most common uses in the insurance industry include sending letters to clients, newsle...

MAKE YOUR CLIENTS FEEL APPRECIATED! by Catherine Oak At your next general staff meeting, ask your people what they can do to get each client they see to feel appreciated. Have a leader ga...

“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:

Most agencies are automated, some even using their second or third generation of automation. Many agencies load their policy data into the system, interface with their carriers and rarely access their paper files. Few agencies, however, are taking advantage of a well-managed client database. Gathering meaningful data that you can regularly manipulate is the key to successful database management.

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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: THE ART OF DIFFERENT by Jack Burke Creativity in marketing has become mundane. Today's marketing creativity seems to have devolv...