LOVE THEM OR LOSE THEM: CUSTOMER RETENTION IN ACTION! by Lynn Thomas Here's the bottom line for retaining customers: You have just one choice -- Love your customers or lose them. Peri...

MEASURING CUSTOMER SATISFACTION by Brenda French We have found that companies must effectively manage the process of customer satisfaction to gain and retain profitable customers. However...

SERVICE: FUMBLING THE BALL by Brenda French Part one of this series by Brenda French takes a look at how poor service is costing the industry. The next two articles will discuss th...

THE CUSTOMER LIFE CYCLE AND HOW IT INFLUENCES YOUR SUCCESS by Lynn Thomas Your customers have four distinct stages in their life cycle development with your agency. Lynn Thomas explain...