ClientCircle blog

Seventy-two percent of unhappy clients point to poor communication (or a complete lack of it) as the reason they’re upset with their insurance agent. *Nevertheless, there’s this myth that won’t die: if you send clients too many touchpoints (emails, texts, etc.), they’re going to cancel. This just isn’t the case.

You have the potential to reshape your relationship with clients, colleagues and competitors through the NPS leaderboard. Especially if you know how it all works.

It can be hard to tell how well you’re really doing NPS-wise if you’ve got no one to compare yourself to. That’s what makes the new leaderboard so useful—and flexible.

It’s the only place you’re able to quickly see how you compare to the competition. And it’s exclusive to Rocket Referrals.

Hungry? The sink is leaking? Getting sued? It’s unlikely you’ll choose a restaurant, plumber or lawyer without first checking how many positive Google or Facebook reviews they each have. That applies to insurance agents too.

This might convince you to focus solely on a reviews-only strategy as the best way to grow and sustain your business. Bad idea. You’re missing out because both reviews and testimonials should be part of how you market your agency.

Reviews are collected by third parties like Google and Facebook. Testimonials are collected by a business. You shouldn’t focus on one at the expense of the other. Your search rankings, reputation and business growth are all based on how well you can manage collecting both.

It was a 2003 article in the Harvard Business Review entitled "The One Number you Need to Grow" that changed forever how we define client loyalty. Business strategist and author, Fred Reichheld, set the framework for the Net Promoter Score (NPS) which is used by many of the world's most successful companies.

So what's so good about this score, anyway?

Today, we find ourselves ranked 481 on the Inc. 5000 list of the fastest-growing companies in the U.S. We ranked 62 among all software companies in the U.S. and the fastest-growing software company in Iowa. We’re very proud to be among so many other innovative and successful businesses.