Resolve Customer Complaints Quickly
When customers realize that a company they do business with is wasting their time by giving poor service, or forcing them to wait on the phone for customer support, they…
Agency Management
Finding a Market for Hard to Place Accounts
Everyone occasionally comes across those hard to place accounts. Hopefully, your first shot will be our own Big “I” Markets at www.bigimarkets.com. Other alternatives include www.insurancemarketplace.com and www.mynewmarkets.com. In this…
The Key to Customer Recovery: Stand Behind Your Product, Communicate and Follow Through
What can an insurance agency learn from a furniture company? Simplicity Sofas focuses on quality, innovation and improvement. They jump to supporting their customers and resolving issues. They communicate, keep…
Creative Problem Solving Can Lead to Amazing Customer Service
The story you’re about to read is a five-star, scale of one to ten – give them an eleven – amazing customer service story. If you’re a customer of Whole…
How to Achieve Customer Loyalty
Creating loyal customers is a far more cost effective strategy than bringing in new ones. Many studies claim that it can cost five times more to acquire a new customer…
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,…
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…
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.
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…
Customer Service May Rule But Rules in Customer Service Don’t
When it comes to customer service decisions, I can’t stand the word rules. You can throw the word policy in there too. A better word might be guidelines. Or, if…
