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.

THE WEB: A POTENT COMPETITOR by Chris Burand Internet sales of insurance hasnt conquered our industry, but it is a competitor. How do you combat it? At what price differ...