DESIGN A WORD-OF-MOUTH MARKETING CAMPAIGN by Patricia Berry Many companies mistakenly believe that WOM is just s...

Roughly defined, disintermediation means removal of the middle man. Do a linear projection based on historical forces and you'll conclude that the disintermediation of the agent from the Personal lines process is inevitable. After all, when Warren Buffet, Conning & Company, banks, large insurance companies, and others agree on something, they must be correct, right?

DO YOU REALLY CARE ABOUT YOUR CUSTOMERS? by Emily Huling Well, of course you care about your customers! At least, you believe you do. How do you show it? If you're like most of the sales...

DON'T LOSE YOUR WAY WHEN NAVIGATING CUSTOMER CURRENTS by Al Diamond Recently, the people at Motorola, the electronics giant, announced that they had 'lost their way.' This innovative c...

If more salespeople were as good at making sales as they are at losing them, they could write their own ticket just about anywhere. Unfortunately, just the opposite holds true.
It happens so frequently that it almost seems as if someone out there is training salespeople to fail. For example, the woman calling launches into her sales spiel. “Our station is a perfect fit for your client. When can we set up a time to get together so I can show you what we can do?”

ELIMINATE CUSTOMER SERVICE NIGHTMARES WITH 'CARRE' by Jack Fries Wouldnt it great if you could get all of your customers to come back every year? For starters, you should put '...

EMPLOYEE CONDUCT AND THE AMERICANS WITH DISABILITIES ACT by Don Phin Most employees with disabilities can maintain acceptable conduct in the workplace. However, on occasion, some employee...

ENHANCING AGENCY VALUE: WHAT THE MARKETING MANAGER CAN DO by John Jaques In daily dealings with agency principals and managers, carrier marketing personnel will do well to remembe...

ESTABLISH PROFESSIONAL IMAGE Dear (Customer Name): At (Your Agency Name), we have been providing quality service for more than ( ) years. We have more than ( ) customers in the area who have insuran...

FINANCIAL SERVICES CROSS-SELLING: MORE RELEVANT THAN EVER by Eric Moberg Tap into the goldmine of selling financial services to your P/C clients before your competitors beat you...