customer-satisfaction

Posts Tagged: customer-satisfaction

2 posts found

Eric Spring: Designing the Client Experience That Turns Satisfied Into Loyal (Part 2)

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.

customer-satisfactionagency-growth

Eric Spring: What Agency Satisfaction Scores Actually Measure : and What They Miss (Part 1)

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.