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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...
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VALUING YOUR CUSTOMERS: PART II by Jack Burke The previous article discussed the purchase of a new television and my impatience when it came to waiting for delivery. I can now report that...
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VALUING YOUR CUSTOMERS: PART I by Jack Burke As a person who deals in audio and video, as well as the printed word, Ive always been a bit backward and out-of-sync with my personal ...
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MAXIMIZE YOUR OPPORTUNITES IN A HARDENING MARKET by Jack Burke Is the market hardening? The debate rages on without a conclusion. However, more and more experts are leaning toward ...