It's easy to lose sight of the fact that agencies are in the service business. But consider that all agents sell the same product-insurance. Why do some agencies blossom while others wilt? Service and marketing are keys. Too often, getting new customers (through marketing) is emphasized at the expense of keeping customers (through service). You have to do a first-rate job at both to have first-rate growth and to control expenses

WHAT BUSINESSES CAN LEARN FROM RECENT CORPORATE SCANDALS by Janine Reid Scandals and controversy can devastate a company regardless of size. Janine Reid examines these crise...