Client Retention

Using and understanding the net promoter score (NPS) metric can help you take a proactive approach to account management.

Kelly Donahue-Piro, owner of Agency Performance Partners, sits down with two experienced agency presidents to share advice for how to interact with clients in the hard market.

Having the tools to help expand the agent-client relationship and being able to employ them properly ensures the best chance of building customer loyalty and receiving referrals.

How handwritten cards can increase your agency’s retention rates.

Here’s what you need to know to build a self-propelling customer experience model.

Existing client growth is challenging. Here are three ways agencies can better serve their clients and grow revenues.

Producers need to leverage their relationships to build advocates who can help them forge new customer relationships. Here are the three types of advocates and how to build them.

Handling challenging client conversations comes with the territory when working as a customer service agent. Here are four strategies to create a better experience.