'I’m going to quit smoking.' 'I’m going to drop 15 pounds so I can wear a tux again.' Like us, you probably don’t need help coming up with a New Year’s resolution or two. However, this document by Curt Pearsall offers some resolutions for your agency that are definitely worthwhile.

SPEED: A NEW ENTITLEMENT by Jack Burke A benefit or a gift can quickly become something the receiver expects to get. Customer satisfaction, for instance, was originally a goal for businesse...