CHANGE SERVICEPROCEDURES THROUGH PARADIGM THINKING by Mary Beth Bolen Paradigms are the rules, standards, and boundaries within which we live and work. With todays volatile e...

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...

IS YOUR AGENCY SENDING THE RIGHT SIGNALS? by Emily Huling When was the last time you viewed your agency, either by phone or in person, as if you had never done business before? If you're...

SERVICE EXCELLENCE: ANTICIPATING NEEDS by Mary Beth Bolen Making a movie requires several types of people-directors, producers, actors, and crew members-who have specific roles to play in expedi...