DON'T FAIL TO ADDRESS CUSTOMERS' WANTS AND NEEDS Your customers and prospects do not care about you and what you want or need. Does that sound harsh? It may, but it's also true! Your ...

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 ...

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, ...

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 ...

It's easy to lose sight of the fact that agencies are in the service business. But consider that all agents sell the same product-insurance. Why do some agencies blossom while others wilt? Service and marketing are keys. Too often, getting new customers (through marketing) is emphasized at the expense of keeping customers (through service). You have to do a first-rate job at both to have first-rate growth and to control expenses

SWOT: ASSESSING YOUR CHALLENGES AND OPPORTUNITIES by Pamela Millard There are signs that the economy is improving. Some have even suggested that the recession is over. Lets hope s...