Just when we think we've grasped what's happening in business, something changes to disrupt the precarious balance. It may occur in the economy, an industry, a region, a particular market, or technology that alters even the most flexible business plan.

Establishing a strategy, then staying with it, was possible for most businesses until the last decade. Planning a year or more in advance was relatively easy. Ups and downs would occur but with a high degree of predictability. Hitting sales and revenue targets was almost a natural outcome.

ARE YOU GIVING YOUR CUSTOMERS WHAT THEY WANT? by Al Diamond The first question is 'Do you know what the customers want?' If your answer is 'They always want the lowest ...

ARE YOU LISTENING TO YOUR CUSTOMERS? by Emily Huling On a recent business trip, I had dinner at one of the nicer family restaurants. A couple seated nearby had the same attentive server t...

MAKING CUSTOMER SURVEYS WORK by Al Diamond Customer Satisfaction Surveys have not yet become popular in the insurance agency business. Too many agency owners fear, rather than look forward to, ...