PERSONNEL AND COMPENSATION DILEMMA by Carol Hammes Its never been easy to attract the best young people to the insurance industry. In a competitive job market, it becomes almost impossi...

RETHINKING APPROACHES TO CUSTOMER SERVICE by Jack Fries You can distinguish your customer service from other 'ME TOO' agencies by dividing the paper processing and service functions. Whet...

THE INTERNET AND THE ARRIVAL OF THE CITIZEN MARKETER by John Graham All the signs point in every possible direction. Even at huge eBay, the quintessential Internet portal, revenues are sl...