Are you a transactional or a relationship business? Both are great models of business, but operate in drastically different ways.

People often forget about the experience a customer has with their brand or business after they’ve left the office or completed a sale. But acquisition is just the beginning. Successful businesses keep in touch with their customers and continue to provide value after the first transaction is over.

I had a chance to give an interview with Charlie Katz of Authority Magazine on the topic of highly effective leadership during challenging times — here’s our conversation.

In this video, I ask what is your brand? And if you don’t like the brand that you stand for, how do you go about changing it?

In uncertain times, the most important thing you can do for your personal brand is to be consistent. Consistency breeds certainty, which builds a foundation of trust between you and your customers.

There’s a lot of social upheaval right now and a lot of room for businesses to step up and demonstrate corporate social responsibility in a way they haven’t been challenged to before. And that can create a difficult situation for businesses to navigate successfully.

An interview I gave to Business Insider on the need to consider long-term care insurance as part of a comprehensive retirement strategy.

An interview I gave to WMBC-TV News Video on how the insurance industry has pivoted during the coronavirus pandemic.

Attitude reflects leadership. As you practice patience with your team, they will be inspired to extend grace to each other, and your whole business will benefit as a result. It will flow out to your interactions with customers and will be reflected in your performance as a company.

Another interview I did with Business Insider on the burgeoning trend of at-home “learning pods” and what you need to know when it comes to coverage.

Insights I shared with Business Insider on the way COVID is changing your policy, plus questions to ask your provider.

Five months ago, if you would have told me that we’d be looking at a fall with no college football, virtual education, and an entirely remote workforce, I’d have thought you were crazy. But that’s our new, strange reality.