AGENCY ACQUISITIONS: LET THE BUYER BE SMART Every independent agency in the country will experience a change in ownership at least once in its lifetime. Close to one-third of agencies h...

CROSS-SELL LETTER Dear (Customer Name), We have enjoyed the privilege of handling your Auto insurance and wanted to write about why we hope you'll consider using our agency for your Homeowners cove...

CUSTOMER LOYALTY AND RETENTION PRIMER by Lynn Thomas In todays highly competitive marketplace, customer retention is a critical success factor. IIAAs Best Practices lists i...

CUSTOMER LOYALTY AND RETENTION PRIMER by Lynn Thomas In todays highly competitive marketplace, customer retention is a critical success factor. IIAAs Best Practices lists i...

EXCELLENT SERVICE IS MORE THAN A STATE OF MIND by E. Al Diamond When asked, 'What is your greatest strength?' most insurance agents will answer 'Excellent service.' Yet if all the age...

FIND OUT WHY YOUR CUSTOMERS LEAVE by Jack Fries It costs about five times more to obtain a new customer than to retain an existing one. Though companies spend thousands of dollars to cr...

We've all read about excellence, heard about excellence, talked about excellence, and quite frankly may be sick to death of excellence because the parameters...

IF PRODUCERS COULD PRODUCE By Chris Burand How much wood would a woodchuck chuck if a woodchuck could chuck wood? Or for agencies, how much production could a producer produce if a produc...

“Moments of truth” occurs whenever CSRs and producers talk to a customer on the phone or in person. It’s important that each member of the agency be prepared for this contact. The impression left with the client or prospect will determine their future relationship with your agency. Because the ultimate goal of any business is to obtain and retain customers, it’s essential for you to create the proper image at the moment of truth. Some of the key factors in managing the moment of truth are:

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...