Peter Drucker, legendary management and marketing guru, oncesaid, "The purpose of a business is to create and keep acustomer."

I frequently travel across the country to meet with agents andbrokers who tell me about the increasing number of challenges theyface as they work to grow their businesses — businesses that servea vital role in their communities. I've had the opportunity tounderstand these issues first-hand, which is the first step increating stronger partnerships and helping agent and broker firmskeep their communities safer and more protected.

Based on what I've learned from leaders of firms across thecountry, there are four key ingredients to creating successfulrelationships in today's evolving financial servicesenvironment.

Responsiveness

Agencies, carriers and brokers alike know all too well thatcustomer retention in the insurance and financial services industryis becoming an increasing challenge. Carriers that promptly respondto the needs of a broker are carriers that grow with brokers. Astrong relationship is important, but this alone may no longer beenough to retain customers as their expectations for prompt,technologically driven solutions grow.

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