GET THE RETURN ON YOUR TECHNOLOGY INVESTMENT by Jack Fries Three trends dominate the agency agenda today: Customers, competition, and change. In customer service, these trends have tr...

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 ...

Selling isn’t about making sales — it’s about engaging customers, entering into a conversation with them, and letting them respond when they’re ready to buy. That’s called marketing, and marketing makes sales. In this article, John Graham uses Krispy Kreme Donuts as an example of how a company finds ways to create excitement and build customer loyalty.

Recently, I came across an interesting column in a national marketing publication. The writer indicated that marketing programs don't perform well because of 'business marketers' dogmatic belief that 'selling is the only form of marketing I need to do.''
This is an amazing statement because our experience at Graham Communications is quite different. As we see it, the problem is failing to achieve the benefits of marketing because the emphasis is always on sell, sell, sell.

Before purchasing a car, computer, copier, or equipment, businesses do the usual due diligence. They do research, make comparisons, and then decide on the most appropriate product with the best value. John Graham explains why research is required before making an extensive marketing investment.

MEASURING CUSTOMER SATISFACTION by Brenda French We have found that companies must effectively manage the process of customer satisfaction to gain and retain profitable customers. However...

QUALITY CUSTOMER SERVICE DO WE WALK THE TALK OR JUST TALK? by Al Diamond At least once a month we encounter an agent with the unique problem of losing more customers than theyre ...

SEVEN MARKETING BLUNDERS AND HOW YOU CAN AVOID THEM by Craig Huey BLUNDER #1: Using 'image' advertising instead of direct-response advertising. This is the number-one mistake made ...

It's a world in which insurance is converging with financial services, virtual companies are challenging traditional suppliers for market space, and agencies and brokerages are feeling the competition from new distribution channels.

SWEAT THE SMALL STUFF: SUCCEEDING BY SERVING THE CUSTOMER by Jack Burke The top-selling book Don't Sweat The Small Stuff gave me pause to think. Many businesses today aren't sweating the...