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…
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…
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…
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…
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,…
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…
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.
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…
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…
The best companies know what they are good at, and they “stay in that lane.” Ace Hardware. Nordstrom. Zappos. What none of these companies are known for is being the…
