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THE IMPACT OF CUSTOMER CARE ON E&O by Jack Fries Does your customer service provide effective protection from current and future E&O losses? In October of 1991, an upscale ...
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EXCELLENT SERVICE IS MORE THAN A STATE OF MIND by E. Al Diamond When asked, 'What is your greatest strength?' most insurance agents will answer 'Excellent service.' Yet if all the age...
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In the early 1990s a state insurance commissioner, in a Wall Street Journal front-page article, called insurance agents the 'buggy-whip makers' of the late 20th century. Several years later, you seem to be doing just fine, and in many cases, even better than investors in other areas. Kevin Stipe offers an overview of the insurance agency as an investment vehicle in this document.
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CRM OR MARKETING? by Patricia Czech Customer relationship management is a broad term that includes everything from call center routers to complex analytics, and budget allocations and d...
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WORLD-CLASS CUSTOMER SERVICE by Diane Herbert and Pamela Millard What sets your agency apart? What do you do better than othe...
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Profit and control have been the driving themes of the manufacturing industry over the past 150 years. However, as we get deeper into the knowledge economy, we find both of these concepts evolving. The issue of profitability is turning into the issue of sustainability. The issue of control is turning into the issue of empowerment.
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Over the past 4 years or so, we have been overwhelmed with information regarding social media marketing for use in your agency. Selecting the most direct route for engaging clients and worthwhile prospects...
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MEETINGS, MEETINGS, MEETINGS! by Grace Bauer 'Meetings, meetings, meetings! How do they expect me to get anything done if I have to attend meetings all the time? I can't believe how many ...
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BONUS/COMPENSATION PLANS: PART TWO by Jack Fries Do you provide your employees with a year-end bonus? Do you want the bonus to mean something to your key employees? This document by Jack ...
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CHANGING AGENCY-COMPANY RELATIONS by Bobby Reagan On January 26-27, 1998, Reagan & Associates and the Independent Insurance Agents of America (IIAA) sponsore...