So you think youre pretty progressive about social media. Youre blogging, posting videos on YouTube and engaging clients and prospects on the Internet.

It turns out that it takes more than just customer satisfaction to keep customers loyal to their insurers. An Accenture Global survey found that while 86% of insureds who filed a claim were satisfied with how it was handled, 41% of those customers are still likely to switch insurers in...

When I was a child, my favorite bedtime story was Dr. Seuss Horton Hatches the Egg. I remember my mother sitting on the edge of my bed reading about this amazing elephant, whose personal creed was a very important lesson for me. The memories and emotions this evokes in me...

It's planning season. And around here, real planning begins by imagining what is possible rather than focusing on the incremental. Earning the leading market share in your category is possible; squeaking out a couple points of growth is incremental. But achieving what is possible often requires us to do things...