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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.
10/28/2021 · 6 min read
Part 2 of the Eric Spring conversation moves from the measurement framework into the action layer — how to use satisfaction data to drive retention decisions, referral programs, and the kind of service culture that produces Promoters instead of Passives.
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.
09/20/2021 · 6 min read
Growth isn't a straight line, and every agency owner eventually faces the moment when what was working stops working and the numbers start heading in the wrong direction. Here's how to see it coming and reverse it before it becomes a crisis.
06/21/2021 · 5 min read
Before a business fails, before a team collapses, before a retention number falls off a cliff — there are signals. Faint ones at first, then louder. The agency owners who catch them early have time to respond. The ones who dismiss them find out the hard way that canaries die before coal miners do for a reason.
05/31/2021 · 6 min read
Craig Pretzinger on the client service approach that is simultaneously the nicest thing you can do for your clients and the most strategically sound thing you can do for your agency.
11/27/2020 · 6 min read
Every agency claims to go above and beyond. Almost none of them can explain what that means in concrete, repeatable terms. Here's what it actually looks like — and why the agents who get it right stop worrying about competition.
06/29/2020 · 6 min read
Laura Harris has been running her Allstate agency in Corpus Christi for over 25 years with her family by her side. On her third appearance with the Insurance Dudes, she gets into the systems, the relationships, and the hard-won wisdom that keeps a family agency thriving for decades.
01/03/2020 · 7 min read
Grant Botma has run his agency for a decade with almost zero staff turnover. His secret isn't compensation or perks — it's a purpose-driven culture that most agency owners don't know how to build.
11/18/2019 · 7 min read
Mark Mercer built his insurance agency on culture first, production second. His counterintuitive approach to team building proves that the agencies with the best culture consistently outproduce the agencies that only focus on numbers.
09/18/2019 · 7 min read
The cycle is painfully familiar: hire a producer, give them minimal training, watch them struggle, replace them, repeat. The fix isn't better hiring — it's better training from day one.
09/11/2019 · 6 min read
When polled, agency owners consistently name hiring as their biggest challenge. The margins are thin, the barriers are high, and the talent pool is shallow. Here's how to fix the math.