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

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.

customer-satisfactionagency-growth

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

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.