Agency Management

Ten Ideas to Help You Obtain Customer Loyalty

What is customer loyalty? I asked a number of business people this simple question. Most agreed that customer loyalty means that the customer will come back, again and again. However,…

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More on Walmart and Overstock.com

Recently, we have been contacted by a number of industry reporters with questions about our specific response to companies like Walmart and Overstock.com entering the insurance marketplace and our general…

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Different Values for the Same Agency

Agents would like to have a clean and simple way of judging their estimated or exact value. When they ask me to simplify the method for valuing their agencies, I…

Some Customers Aren’t Worth Doing Business With

It’s okay for customers to be misinformed or make a mistake. However, sometimes the customer is not only “not right,” they are abusive and disrespectful toward the people who are…

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Debunking Agency Multiple Valuations

If you have a valuation done on your agency, demand to see the actual work effort and the assumptions made by the appraiser as a part of the published appraisal.…

How to Create a Customer-Centric Culture

Creating a Customer-Centric Culture. That’s a lot of words that begin in C. Well, this article is about D’s, specifically the Six D’s of Creating a Customer-Centric Culture.

Keeping Auto Premiums Low by Failing to Disclose Teenage Drivers

As the commodity-pricing frenzy of auto insurance intensifies, you become aware of agents who are cutting premiums by deliberately failing to disclose teenage drivers and advising prospects or insureds that…

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McKinsey, Commodities, and the Death of the Independent Agent

A recent McKinsey report concludes that personal lines insurance, by and large, has become a commodity. It also questions the viability and value of the agent. This article excerpts one…

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