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UNLEASHING THE POWER OF CUSTOMER CARE by JoAnna Brandi Do we know who our customers really are? Do we know why they really buy from us? Do we know what their needs and desires are? Do...
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SATISFYING THE CUSTOMER by JoAnna Brandi There is much change afoot in American business and much needed change. Nowhere is that more evident than in the quality movement. Even though consumers ...
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IS CUSTOMER LOYALTY DEAD? by JoAnna Brandi When an agency meets some or all of our expectations we usually say that we're satisfied. When an agency goes a few steps further ...
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SHOULD CSRs SELL? by Joanna Brandi Although most customer service reps don't like to sell, they love to help and to be useful. If you ask them if they would feel good if...
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MANAGING SMALL COMMERCIAL ACCOUNTS by Cindy Brady, CIC In many agencies, 'small' Commercial accounts get over-serviced while larger accounts are under-serviced because both are treated the same. S...
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HOW TO DEAL WITH A WHOLESALER by Ed Bordenave, CPCU, ARM In today's world of complex and ever-changing exposures, one of your most important allies is an Excess ...
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THE KEY TO PROFITABILITY by Mary Beth Bolen To be successful in business, carrier marketing managers must thoroughly understand what business they are in, why they are in it, and ho...
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PROTECT AGAINST E&O by Mary Beth Bolen E&O insurance is a type of coverage that protects individuals and businesses from losing potentially millions of dollars through uncovered losses that were jud...
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PERSONAL PLANNING FOR SUCCESS by Mary Beth Bolen Here's a short quiz. Answer True or False: 1. Success is only for the educated or favored; it is discriminatory. 2. Success doesn't...
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WHAT DO CLIENTS NEED? THAT DEPENDS ON THE CLIENT by Mary Beth Bolen Your job title is customer service representative (or customer service agent) -- but just what does that mean? What is the ex...