Magazine

By: Volume 108, No. 3

At some agencies, strife between customer service representatives (CSRs) and producers is all in a day’s work. But angst among those who interact with customers most often can cause serious mistakes and widespread discontent—and that’s just the beginning.

It was noon, and the blustery wind riffled my overcoat like a sloppy pickpocket. I was marching the city streets after a doctor’s appointment when I came across a line of people that extended around the corner. Obviously something big was taking place, th

Almost no branding expert in America seems to know what a brand actually is. Branding is not about you. Branding is about them. This is a critical point that separates the real brands from the blowhards. This is the bell you want to ring in your end users

Last September, President Barack Obama signed a one-year extension of the National Flood Insurance Program (NFIP) into law. This year, with a new Congress that is focused on cost-cutting, getting another extension of this critical program is shaping up to

I was eating lunch with a co-worker when the restaurant’s cook came out and asked for our opinion on the new lunch special. While we gave mostly positive feedback, we also were very clear about the problems.

The Do-Nothing Endorsement; Why Do I Need a Personal Umbrella Policy?; Does BYOB Need Liquor Liability?

These days, it’s probably difficult for principals to determine if their firm is an insurance agency or a marketing and sales organization that sells insurance. As operational issues such as providing automated certificates of insurances and other transac

Is your agency growing its revenue? Do you produce an adequate net margin? Most important—do you know the answers to both of these questions?

By: Volume 108, No. 2