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What is keeping commercial lines executives up at night? The new normal in extreme weather, fracking, opioid prescriptions and low interest rates top the list.

Bad communication, sloppy automation, dumb employees: Don't make the mistakes of the 15 most reviled companies on the American Customer Satisfaction Index.

Bad communication, sloppy automation, dumb employees: Don't make the mistakes of the 15 most reviled companies on the American Customer Satisfaction Index.

Consumers have become accustomed to high levels of personalization online. Retail sites greet them by name, offer tailored product recommendations and track their order history. Online banking posts purchases in real time and even helps account holders track the charges against their family budgets.

Consumers have become accustomed to high levels of personalization online. Retail sites greet them by name, offer tailored product recommendations and track their order history. Online banking posts purchases in real time and even helps account holders track the charges against their family budgets.

Insurance and advertising: At first glance, it doesnt seem like these two industries have a lot in common. But since millions of viewers and I spend an hour every Sunday night immersed in the 1966 world of ad man Don Draper and his compatriots on Mad Men, its inevitable that...

Change may not be easy, but its the only way to succeed in any industry.

Your independent agency has some things in common with Don Draper's ad agency. Grab a martini and find out why.