The secret to keeping Medicare clients for life
Want customers who stay loyal year after year? Learn the surprising communication strategies that turn one-time sales into lasting relationships.
How you communicate with your customers can define your long-term success. A recent Deft Research study1 reveals that seniors overwhelmingly value agents who take the time to ensure they understand their coverage. This isn’t about high-pressure sales, it’s about education, patience, and showing up with care. When you do that, you’re not just closing a sale, you’re laying the foundation for trust, retention, and referrals.
According to the study, in-person meetings were the most preferred method of interaction, with 43% of seniors stating they’d mostly prefer to meet face-to-face with an agent. Phone meetings followed closely behind. Regardless of the method, the message is clear: seniors want human connection and clarity throughout the process. That’s especially true for Medicare Supplement customers, who prioritize access to quality care and personalized service.
When measured, the study found that only 41% of seniors were contacted by their agent after enrollment. This means that more than half of the customers were left without any follow-up. But among those who did receive a follow-up, the impact was powerful: 75% said they were likely to recommend their agent. These simple post-enrollment touchpoints, typically via phone or email, go a long way in reinforcing the relationship and opening the door to future opportunities.
One such opportunity is to discuss additional coverage needs. Just over 60% of customers said their agent did not discuss other types of insurance with them during their initial Medicare consultation. That’s a huge missed opportunity. The study showed that seniors who discussed multiple products were more satisfied overall and more likely to refer their agent. Supplemental products, such as Dental, Vision & Hearing, Choice Hospital Indemnity, or Cancer Treatment, don’t just fill coverage gaps—they can build lasting loyalty.
So, whether it’s in person over coffee, or through a thoughtful follow-up call, take the time to connect. When you prioritize education, consistency, and real conversation, you’ll not only help customers feel confident in their decisions, but you’ll also grow your business through their satisfaction and their referrals.
To maximize customer retention and build strategies for long-term loyalty and growth, download our retention guide today.