Since earning his Bachelor of Science degree in Business Management from Providence-based Rhode Island College in 2007, Michael Romanski has worked with businesses to improve their ability to connect with, engage and retain clients. Today, Michael is an agency performance consultant at Agency Performance Partners, a highly regarded consulting firm that brings cutting-edge marketing, sales, operational and management strategies to insurance agencies around the country.
Prior to entering the independent insurance agency arena, Michael worked as an account manager for Towerstream, a Rhode Island-based fixed wireless Internet Service Provider delivering advanced, high-speed Internet access to businesses in a dozen markets nationwide. Business-to-business e-mail marketing and cold-calling experience that he gained there helped build a foundation for subsequent work he would do to help insurance agency leaders and employees build and implement digital marketing and sales strategies for their organizations.
In 2009, Michael joined Astonish Results as a Raving Fan Manager—a customer-facing service position modeled after management guru Ken Blanchard’s concept of true customer satisfaction, which he explores in his best-selling book Raving Fans. Michael is the 2nd employee hired by Kelly Donahue-Piro, who founded Agency Performance Partners in 2014.
In his previous role, Michael managed relationships with 30 independent insurance agencies that averaged between $500,000 and $1.5 million in annual revenue. He coached agency principals, marketing staff and employees as they worked to increase their success in finding, selling and keeping personal lines and commercial lines clients. Over time, the number of agencies he served grew, as did the size of the agencies. In addition, he assumed supervisory responsibility for other client relationship managers who worked with their own insurance agency customers and his title changed to Customer Success Manager.
His work covered a wide range of sales, marketing and management disciplines, including development of client lifecycle plans consisting of strategic goals, key performance indicators and individual goals. He engaged clients in weekly discussions on sales training, social media marketing, search engine optimization, digital marketing and leadership as well as led a group of fellow customer success managers and specialists in agency training and support. His work helped agencies achieve consistent 15%-30% year-to-year growth during a flat to soft market.
While there, he also helped develop internal workflows and procedures to help drive greater customer satisfaction and success. He created documented client action plans that resulted in a 20% increase in Astonish client satisfaction. In addition, he served as software development team liaison, providing front-line insight that resulted in new and improved automation features and functionality.
Michael joined Agency Performance Partners in 2015 from Swipely, a firm that provides actionable, data-driven, business-level consumer buying and loyalty behavior insight and analysis. In addition to solid insurance agency marketing and sales consulting expertise, he brings to his current role a Millennial’s perspective on what today’s and tomorrow’s consumers look for when shopping for and buying insurance, as well as key factors that drive agency employee success.
Connect with Michael on social platforms, via email at mike@agencyperformancepartners.com, or by phone at 401-332-8904.
