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 ...

CUSTOMER SERVICE: BEWARE THE BUREAUCRATIC TRAP! by Jack Burke Self-imposed rules and regulations can often rule, rather than serve, our relationships with customers. In this document, ...

We've all heard of the wondrous salesperson who can sell sand in Arabia or refrigerators in Antarctica. But actually finding one for your business can be as hard to do as-well, selling sand in Arabia or refrigerators in Antarctica!

PENNY WISE AND DOLLAR FOOLISH: MEASURES TO INCREASE BACKROOM EFFICIENCY by Dana Falardeau The independent agency today is performing just about all the tasks that the carriers used to h...

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...