ARE YOUR CSRS PROVIDING REAL CUSTOMER SERVICE? by Jack Fries Are your CSRs doing what you expect? How do your customers perceive the service that theyre receiving? Does the l...

CEMENT RELATIONSHIPS TO BUILD RETENTION Service today should center on building lasting relationships-with the customer and with the companies the agency represents. Two fundamental types of CSR con...

CREATING A LEGENDARY AGENCY by Al Diamond A 'legendary' agency is one that loses customers only when the customer dies, moves, or sells the business. It has a regular, measurable flow o...

CRM OR MARKETING? by Patricia Czech Customer relationship management is a broad term that includes everything from call center routers to complex analytics, and budget allocations and d...

CUSTOMER LOYALTY AND RETENTION PRIMER by Lynn Thomas In todays highly competitive marketplace, customer retention is a critical success factor. IIAAs Best Practices lists i...

CUSTOMER SERVICE TESTS by Bill Wilson Customer service is critical to agency profitability and growth. Outstanding customer service leads to customer satisfaction. Customer satisfaction lead...

Rarely will you get something for nothing. But how do you know if you’re getting what you should out of your marketing program? This document by John Graham provides you with the guidelines to properly evaluate your marketing efforts.
Getting something for nothing seems to be a universal human desire that extends into the business arena. For example, company owners and managers often ask, 'What should we expect to get out of our marketing program? How will our dollar investment translate into increased sales?

HOW TO BUY, SELL, MERGE OR PERPETUATE AN AGENCY by Larry Morrison and Gary Jacobson A Comprehensive Look at the Best Ways to Handle the Biggest Events in the Life of Your Agency ...

HOW TO BUY, SELL, MERGE OR PERPETUATE AN AGENCY: INTRODUCTION - PART III by Larry Morrison and Gary Jacobson A Comprehensive Look at the Best Ways to Handle the Biggest Eve...

HOW TO USE CONSULTANTS by Al Diamond Sooner or later, many agencies realize that they have problems that only an objective outsider can help resolve. Time to work with a...