86% of people are willing to pay more for better service. Knowing this your agency should have a ridiculously amazing customer experience which is your key to boosting retention, generating referrals and growing your business. Today’s direct writers have created an experience of cost savings, technology and efficiency. For many agencies the customer experience has been reactive – responding when a client needs something. To survive and thrive, modern agencies are investing in a strong customer experience that includes training, multiple touch points, proactivity and gratitude.