9 posts found
09/28/2022 · 4 min read
Reviewing your team's recorded sales calls is the most underrated insurance agency growth activity. Thirty minutes a week catches script drift, surfaces systemic objections your training misses, captures the moves that actually work, and makes coaching credible because it cites specifics.
08/15/2022 · 5 min read
The most effective client retention strategy for insurance agencies is the pre-renewal touchpoint: a five-minute check-in 30 to 45 days before renewal asking what has changed in the client's life. Agencies that run it systematically typically gain 10 to 15 percentage points of retention inside a year.
11/05/2021 · 5 min read
Unverified assumptions cost agencies clients, staff, and E&O exposure. Brief plainly on coverage before the claim, confirm team expectations before the standard is tested, and document the process before the handoff. Verify shared understanding instead of assuming it. The three-minute brief prevents the three-hour problem.
11/05/2021 · 5 min read
The lesson: verify understanding, don't just deliver information. Most E&O claims and retention failures trace to gaps between what the agent said and what the client heard. Ask clients to restate coverage in their own words at sale, renewal, policy change, and claim. Catch misalignment before a claim does.
10/28/2021 · 6 min read
Turn satisfied insurance clients into loyal ones by designing four stages: an onboarding welcome call that introduces your service model, proactive mid-year and event-based touchpoints, claims conversations that lead with acknowledgment, and rate increase outreach 30 days before renewal instead of after.
10/27/2021 · 5 min read
Agency satisfaction scores measure the absence of friction, not the presence of loyalty, which is why satisfied clients still leave at renewal. Eric Spring says watch retention through rate hikes, referral rate, unsolicited contact, and multi-line ratio instead. The gap between satisfaction and retention is the real strategic problem.
10/27/2021 · 5 min read
Net Promoter Score gives an insurance agency one number that predicts retention and referrals better than any long survey. Ask one question on a 0-10 scale, follow up with detractors inside 48 hours, ask promoters for reviews and referrals, and run it after onboarding, renewals, and claims.
05/22/2020 · 8 min read
Insurance clients buy peace of mind, not policies. Marketing Director Olivia Schmitt's client experience framework runs on proactive communication, plain-language clarity at every stage, consistent brand touchpoints, and structured listening. Agencies that design the post-sale journey retain more and refer more.
05/08/2020 · 7 min read
Insurance and mortgage cross-sell when both pros warm-introduce shared clients at the right transaction moment, share market intel monthly, and orient around service instead of extraction. Every homeowner you insure has a mortgage. Every closing needs proof of hazard insurance.