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DEVELOP JOB PERFORMANCE STANDARDS by Troy Campbell Successful companies have documented expectations of their associates' performance. They also have staff members who continually strive to do thei...
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TRACKING COMPLIMENTS AND COMPLAINTS by Troy Campbell Customer satisfaction is subjective on the part of consumers. It is how they feel about you and the product or service you provide. The diff...
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REPEAT BUSINESS STRATEGY: EXCELLENT SERVICE by Troy Campbell Many service organizations have tried to capitalize on repeat-business strategies. These strategies appear in the forms of Freq...
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LISTENING TO CUSTOMERS by Troy Campbell To find out how the agency is perceived by customers requires continuous monitoring. Detailed perceptions can be obtained from a complaint log, a compli...
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WHAT GETS MEASURED GETS DONE: ENHANCE INTERNAL SERVICE by Troy Campbell A common complaint from customer service representatives is: 'We are ordered to provide excellent service, but when ther...
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ADOPT MEASURABLE OBSERVABLE SERVICE STANDARDS by Troy Campbell Measurable Standards Developed By The Team To compete in the service sector, realize that price-cutting will co...
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GETTING BACK TO BASICS by Andrew J. Byrne Don't let anyone tell you your copy is 'too long' or that 'no one will read all that.' Someti...
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THREE DEADLY MISTAKES IN OUR ADVERTISING by Andrew J. Byrne We make three deadly mistakes in insurance direct mailings: the failure to be si...
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ARE YOU GETTING THE MOST FROM PREMIUM FINANCING? by Rick Bruns 'It's all good,' says Richard O'Neil, President of Key Insurance Corporation in Tampa, Florida. He has no complaints about his ...
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THE VALUE OF TECHNOLOGY: ONE CONSUMERS PERSPECTIVE by Jack Burke The insurance industry, along with other industries, has often been accused of directing the benefits of technology...