E-MAIL NEWSLETTERS by Patricia Czech How to get the most out of this high-tech customer communications tool. Yes, you can send out an e-mail advertisement, but why do so when...

FIFTY YEARS' EXPERIENCE IN HOMEOWNERS Dear (Customer Name), This may come as a surprise to you ... in the next few days, your banker might spend a substantial number of your hard-earned dollars (ve...

IMPROVED CORRESPONDENCE IMPROVES YOUR IMAGE There's nothing worse than receiving a business letter that contains errors, poor grammar, trite expressions, and the like. Even one typo is enough ...

MANAGING SAFETY FOR AN AGING WORKFORCE Nearly one of four people aged 64 to 75 remain in the workforce and the number will skyrocket as the Baby Boomers reach retirement age, but want t...

MARKETING ANALYSIS-BY A DREAMER by Michael Manes I'm a dreamer-I think in concepts and gag on concrete details. I see every problem as an opportunity. I'm bored with today...

MARKETING TO GENERATION X by Jack Burke Look out, golden agers! Make room, boomers! Are you finally getting a handle on the needs of the senior citizen's market? Did you...

Do customers really want more personal service? The answer may seem obvious, but is it? It's true that there are plenty of complaints-many of them justified-about shopping in stores where sales and service personnel are in short supply and the workers lack training, courtesy, and a desire to be helpful. But is all this a plea for bringing back old-fashioned personal service? It may seem so, but what's actually happening is quite different and far more significant.

Take a plain telephone-message note, check the 'please call' box, write a brief message, and send it to 100 P/C insureds for whom you don't yet write any...

THE ART OF CONVERSATION: LISTEN UP! by Ellen Lubin-Sherman I often receive phone calls from clients who want to improve their communication skills. Theyre worried that they might b...

THE CHALLENGE OF CHANGE by Mike Manes A body at rest tends to remain at rest. Is it just human nature to resist change? Mike Manes examines this issue as it applies to independent agenc...