COMPASSION ON A COMPUTER by Jack Burke I frequently speak on the need to humanize our technology. Efficient processing cannot replace true customer care. All too often, we get caught up i...

Every company faces crises that have the potential for doing serious damage to its reputation, image, and/or financial stability. Events that might’ve been minor or even unnoticed a few years ago could now wind up on the evening news or on page one of the newspaper. While some incidents are insignificant, others can be devastating. Yet when they occur it’s often difficult, if not impossible, to know whether the problem will evaporate or escalate, blow over or boomerang.

CUSTOMER SERVICE: ACTIONS SPEAK LOUDER THAN WORDS by Jack Burke I recently attended a city council meeting in Hollister, Missouri, a sister city to Branson. I attended in order to support...

CUSTOMER SERVICE: BEWARE THE BUREAUCRATIC TRAP! by Jack Burke Self-imposed rules and regulations can often rule, rather than serve, our relationships with customers. In this document, ...

DO YOU lsquo;THROW AWAY TOO MANY REFERRALS? by Gil Simonds How about this story? Has this ever happened to you? A producer I was working with was ecstatic one hot summe...

DONT GO TOO FAR WHEN ASKING FOR REFERRALS! by Bill Cates After reading a new book on referrals, I was shocked! The author opened with a story of an occasion when he asked for refer...

ENHANCE YOUR AGENCY'S WEB SITE! by Steve Brightbill In the impersonal marketing environment of the Internet, injecting your agency's personality into your Web site enhances you...

GIVE A lsquo;THANK YOU' GIFT by Bill Cates Giving a Thank You gift is a simple strategy that will have people saying good things about you and generating ong...

HOW TO COMMUNICATE EFFECTIVELY DURING CRISES No amount of planning will prevent all emergencies, nor will it stop the media from showing up at your door when a crisis strikes. In addition to having a...

The prediction is that business intelligence (BI), currently regarded as a specialist technology utilized primarily by experts who work in big companies and organizations, will soon become a valuable mass-market tool.