Spencer Insurance Agency is a family-owned, independent insurance agency that offers both personal and commercial lines policies. Since starting with ClientCircle in 2018, the agency has seen impressive results. Here’s their story, by the numbers.
The Net Promoter Score (NPS®) is a measurement of client loyalty. With ClientCircle’s NPS system, Spencer Insurance increased their NPS by seven points. For comparison, an average NPS score across the insurance industry is 35. Bain & Company, Inc. considers the score of 80 and above world class.
Good, consistent and meaningful communication is the main reason why people recommend their insurance agency to others. ClientCircle helped Spencer Insurance bring in 114 new referrals by creating positive customer experiences through handwritten cards and other meaningful communications at just the right times.
Spencer Insurance Agency’s s local Google listing moved up seven spots with help from ClientCircle. The agency now appears at the top of local search results for local home and auto insurance searches. Having a strong Google My Business listing and ranking first in local search is critical for agencies to stand out from competition.
Spencer Insurance Agency collected 29 new Google reviews from their customers with help from ClientCircle. Online reviews increase the chances that prospects will find and choose Spencer Insurance over local competitors. ClientCircle collects reviews at a steady pace, over time, to ensure the best results with Google and creating more trust with prospects.
Spencer Insurance Agency is taking advantage of the ready-to-go cross-sell automations and one-time email communications in ClientCircle. They sent an automated life insurance cross-selling email and wrote six new policies with just that one communication.
Collected 576 positive, shareable testimonials for their website and social media channels.
Sent more than 11,500 communications over the course of 4.5 years, improving relationships.
89% of the agency’s surveyed clients said they would recommend Spencer Insurance to others.
I get comments all the time now about how much our clients like it that we communicate with them a lot.
Charlie Spencer
President, Spencer Insurance Agency
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*Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.