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...

HOW TO CREATE ADVOCATES FOR YOUR BUSINESS by Brandie Hinen A comprehensive, ongoing client advocacy program will keep your agency growing and growing. Brandie Hinen gives you a step-by...

MARKETING MISTAKE: NOT UPSELLING, CROSS-SELLING, OR BACK-ENDING YOUR PRESENT CUSTOMERS by Stephen Anderson As every agency owner knows, identifying prospects an...

UNLEASHING THE POWER OF CUSTOMER CARE by JoAnna Brandi Do we know who our customers really are? Do we know why they really buy from us? Do we know what their needs and desires are? Do...