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You’ve set up processes to ensure that you’re setting reasonable expectations with each client, and you have a simple program in place to follow-up with your clients throughout the year. Now, what kind of resources should you put into your retention plans? Here are three that will help: 1. EmployeesAside from basic customer service, much of what we have discussed deals with “customer experience.” We will have an article on this later, but the simple truth is this: Customer service is reactive – customer experience is proactive. Agents generally hire employees to help with the reactive stuff. For your retention program, either you or someone else will need to monitor it and make sure that bad boy is running smoothly. Even when programs can automate a lot of the grunt work, you have to check on them to make sure everything is working properly. In the end, if you can have an employee manage the program, even if it’s just online software (we’ll get to that in a minute), it will allow you to prospect, sell, or do whatever creates a profit for your agency. However, be certain that someone is sending out letters, texts, e-mails, etc., to your clients at those specific touch points. 2. Technology
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Our previous post discussed the importance of retention, and three ways to increase your retention. They are:
According to Taxi Digital Marketing, Insurance has one of the highest costs of customer acquisition in any industry, coming in at around $300 (!) per client. At such a high cost, how are the best agencies making such a killing?
There are two main ways:
Marketing is lots of fun, and we have ideas for advertising and marketing schemes that we'll share in the future. Today, though, let’s talk about retention. First, why is retention important? |
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