Agency Operations

As the internet continues to play a bigger role in agency and company marketing and service, there is an increasing expectation by insureds of 24/7 service, particularly in the area…

Defining what is great customer service can be difficult. However, before we can provide, or even define, great customers service, it’s probably more important that we recognize bad customer service.…

We occasionally get “Ask an Expert” questions from agency owners interested in improving the customer service skills of their CSRs, producers and others. In this short article, I’ll take a…

If you’ve ever stayed at a Ritz-Carlton hotel, I’m betting that the experience was outstanding. How can they do it so much better than most hotel chains? Yes, you do…

The Golden Rule, “do unto others as you would have them do unto you,” may seem self-evident in the way we try to conduct our personal lives. Yet this axiom…

In this six-part series, we’re going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We’ll look at…

In this six-part series, we’re going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We’ll look at…

In this six-part series, we’re going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We’ll look at…

In this six-part series, we’re going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We’ll look at…

Customer service is critical to agency profitability and growth. Outstanding customer service leads to customer satisfaction. Customer satisfaction leads to customer loyalty. Customer loyalty leads to retention and referrals…retention is…