CUSTOMER SATISFACTION by Mary Beth Bolen Common wisdom has it that nearly 70% of customers who leave to do business elsewhere do so because the personnel they deal with are indifferent to thei...

CUSTOMER SERVICE: EVERYONE NEEDS A HERO by Jack Burke I'd like to introduce you to a hero-Elizabeth Acevedo. Elizabeth didn't pull anyone from a burning building or develop a vaccine fo...

HOW TO LOSE MARKET SHARE TO THE COMPETITION by Jack Burke This is intended to be a wake-up call for some insurance companies and all independent insurance agencies. The world of business ...

MANAGING PERSONAL LINES by Carol Hammes Continuing fierce competition in commercial lines is making the personal lines niche look much more attractive to those agencies searching for viable growth...