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Customer experience is a crucial part of customer retention, and the secret to providing a great customer experience is simple. (Photo: Shutterstock) Customer experience is a crucial part of customer retention, and the secret to providing a great customer experience is simple. (Photo: Shutterstock)

If you want your agency to be a success, making customer acquisition your top priority is a mistake. Customer retention is a far more profitable priority because keeping an existing customer is much cheaper than going out and finding a new one. The average retention rate for the insurance industry is 84%, but the top companies in the industry are beating that average by 10% or more.

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