9 posts found
09/28/2022 · 4 min read
Every agency owner knows about it. Almost none of them do it consistently. This single activity has one of the highest ROIs in the insurance agency business — and it takes less than 30 minutes a week.
08/15/2022 · 5 min read
Most agencies spend three times more money acquiring clients than keeping them. The one retention strategy that consistently outperforms all others costs almost nothing and takes less than five minutes per client.
11/05/2021 · 6 min read
Jason walked into a situation he did not expect, based entirely on an assumption that turned out to be wrong. The story is funny. The lesson for agency owners is not — or at least not only. Skipping the briefing, assuming shared context, and failing to verify your understanding creates problems whether you're at a bath house or managing a client.
11/05/2021 · 6 min read
Sometimes the most memorable lessons come from the most absurd situations. A case of wildly misread expectations in a Japanese bath house turns into a story about communication, assumptions, and why the gap between what you meant and what the client heard can cost you in any business context.
10/28/2021 · 6 min read
Part 1 exposed the gap between satisfied clients and loyal ones. Part 2 with Eric Spring is about closing it — the specific design choices, communication touchpoints, and service standards that convert a client who's fine with your agency into one who brags about you.
10/27/2021 · 5 min read
Satisfaction scores are everywhere in the insurance industry. Most agencies either ignore them or celebrate them without really understanding what they're measuring. Eric Spring brings a more rigorous perspective — what satisfaction metrics actually tell you, where they mislead you, and how to use them to build something durable.
10/27/2021 · 6 min read
Most insurance agencies have a general sense of whether their clients are happy. Very few actually measure it. Eric Spring makes the case for why the Net Promoter Score is one of the most important metrics an agency can track — and what to do with the data once you have it.
05/22/2020 · 8 min read
Olivia Schmitt has spent her career thinking about how clients experience brands. Her lens on the insurance industry is clarifying — and uncomfortable for agents who think good coverage is enough.
05/08/2020 · 7 min read
Mike Jones is a loan officer with access to a wide range of investors — and a clear view of why insurance agents and mortgage professionals should be working together, not in parallel.