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15 Strategies to increase customer retention

Posted by www.psmbrokerage.com Admin on Thu, Dec 21, 2023 @ 11:33 AM

Strategies to increase customer retention

"Loyal customers, they don't just come back, they don't simply recommend you, they insist that their friends do business with you." – Chip Bell

Retaining clients is of paramount importance for any business, as it signifies not only the satisfaction and trust of existing customers but also offers a multitude of benefits. It is significantly more cost-effective to retain clients than acquire new ones, saving resources and marketing expenses.

Additionally, loyal clients tend to spend more, refer others, and become brand advocates, thereby boosting revenue and brand reputation. Retaining clients also allows for deeper relationships, better understanding of their needs, and the opportunity to tailor products or services accordingly, leading to increased customer satisfaction and long-term success.

Here are some go-to retention ideas tailored for agents serving the senior market:

 Regular Check-Ins: Schedule periodic check-ins with your senior clients. These can be in-person meetings, phone calls, or even video calls. Show that you care about their well-being and are available to address their insurance needs.

 Educational Workshops: Host workshops specifically designed for seniors to educate them about insurance options, changes in policies, and relevant healthcare updates. This positions you as an informative resource.

 Personalized Policies: Customize insurance policies to meet the unique needs of your senior clients. Understand their health conditions, financial situations, and preferences to offer tailored coverage.

 Annual Policy Reviews: Conduct annual policy reviews to ensure that the insurance coverage still aligns with your client's changing needs. Discuss any necessary adjustments or new offerings.

 Health and Wellness Information: Provide resources on health and wellness topics relevant to seniors, such as exercise programs, nutrition guides, or local healthcare services. This demonstrates a holistic approach to their well-being.

•  Easy Access to Information: Create user-friendly materials that simplify insurance-related jargon and processes. Seniors often appreciate clear and concise communication.

 Digital Literacy Support: Offer assistance with using online portals and digital tools for managing policies, claims, and payments. Many seniors may need guidance in this area.

 Long-Term Care Planning: Assist seniors in planning for long-term care needs, including options for nursing homes, assisted living facilities, and home healthcare. Help them understand how insurance can play a role in covering these expenses.

 Family Involvement: Encourage seniors to involve their adult children or trusted family members in discussions about insurance and financial planning. This can lead to more informed decisions.

 Emergency Support: Provide emergency contact information and support for clients and their families in case of unexpected events. This adds a layer of security and trust.

 Social Engagement: Organize social events or gatherings for your senior clients. These can be opportunities for them to connect with peers and build a sense of community.

 Loyalty Rewards: Consider loyalty programs or discounts for long-term clients to show appreciation for their continued business.

 Referral Program: Encourage your senior clients to refer friends and family to your insurance services. Reward them for successful referrals.

•  Stress-Free Claims Process: Ensure that the claims process is straightforward and easy to navigate. Assist clients with filing claims and provide guidance throughout the process.

•  Feedback and Improvement: Request feedback from your senior clients on their experiences and use their input to make improvements to your services.


"The key is to set realistic customer expectations and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways."

– Richard Branson


Remember that building trust and maintaining open lines of communication are essential when working with the senior market. By demonstrating your commitment to their well-being and being a reliable source of support, you can foster long-lasting client relationships.

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