The Principle of Belief...

One of the biggest untapped profit centers I’ve observed in our industry is the untrained CSR.  Not untrained in service.  Untrained in sales.  Getting more money from CSR behavior requires no new marketing skills for you to learn.  No new sales letters.  No digital mastery.  No expensive producers. Just take those already existing inbound phone calls, add sales skills and make money.

So, to solve that problem, I’ve spent many years teaching CSR’s techniques and 

Please take a moment and view this video.  Isn't this the message you want YOUR clients to feel, believe and carry in their own hearts?  This is the way our company feels about insurance agents.  (And the way my family feels about insurance agents.  The video features our COO and my daughter, Maggie Hubbell, and was shot and edited by the extremely talented videographer, Adrian Jans. And, yeah, I had a thing or two to do with the script.)

Would love your comments.  Michael

There's a common but dangerous myth about Digital Marketing: that it's for Personal LInes only.  I think it comes from the fact that the agency forces's "mega-competitors" - GEICO, Progressive Direct, Esurance - are focused on Personal Lines.  (So people think "Internet = Personal Lines.") After all, Personal Lines is and always will  be easier to sell directly on the web.  It's a simpler policy. 

But our research shows that business owners spend more time researching insurance

We had a free-for-all Q&A Call today with about 150 members of the CSR Mastery Program today.  I left them with this thought.  Hopefully, it inspired.  Or, at least, troubled or provoked.  I know it surprised some...if not all, since much of my relationship with them is based on teaching technique, tactic.  Like scripting, Report Cards, creating a "WOW" experience and so forth.

The thought: if I had to choose between...

"We don’t stand a chance of advertising with features and benefits and with RAMs and with charts and comparisons. The only chance we have of communicating is with a feeling." —The Apple Way, 2006 Hard these days not to look at the life and success of Steve Jobs and be grateful for someone who had so much wisdom to share about creating a world class business.  And who shared his insights on business so openly.  The things he said about IBM in the 80's, Microsoft in the 90's, the cell and music industries in the 00's all holds so true today for so many businesses and so many industries.  He would say they don't "get it."  They put so much focus on the product...and so little on how that product makes the customer feel, how it will delight them, make their life a little better, how it will interact with them. I think he would say it's odd that, as openly as he shared his insight, how little he was copied.  Companies are still excessively focused on features and little o ...