Continuity Programs Australia The Customer Loyalty  Specialists! PH: 1300 88 78 35 WWW.CONTINUITYPROGRAMS.COM.AU
Solutions … <ul><li>CPA’s  </li></ul><ul><li>Customer Relationship Management Solutions </li></ul>www.continuityprograms.c...
Presenting… <ul><li>B uilding  C ustomer  L oyalty </li></ul><ul><li>A Customer Relationship  Management Program </li></ul...
Reality check... <ul><li>The Good, Bad and Ugly News… </li></ul><ul><li>Interesting statistics about  our customer’s behav...
The Good News… <ul><li>Over 90% of all mortgage customers rate the service they received as  “very satisfied” and would us...
The Bad News… <ul><li>Why we lose customers: </li></ul>3% moved out of the area 6% were dissatisfied with their service 7%...
The Ugly News… That means 1,884 used a  different  mortgage company www.continuityprograms.com.au Out of 5,000 customers s...
More Ugly News… Out of 5,000 surveyed: 14% could not remember their  mortgage broker’s name after 6 months 28% could not r...
BCL Goals… <ul><li>BCL was developed to achieve four main goals: </li></ul><ul><ul><li>Increase your customer referrals </...
Opportunity Tracking System <ul><li>Daily Hot Lead Notification </li></ul><ul><li>Weekly Lead Packets </li></ul><ul><li>Mo...
Hot Lead Notification <ul><li>A “Hot Lead”  is a lead that  requires contact  from you within  4 months </li></ul><ul><li>...
Weekly Lead Packet www.continuityprograms.com.au All leads and responses generated  from your BCL mailings are sent to you...
Customer of Interest Report The Customer of Interest Report details all leads and  referrals  for that month, including al...
Future Lead Report <ul><li>All future leads are updated and tracked for future notification to you </li></ul><ul><li>Secon...
Report of Mailing <ul><li>Informs you which mailing piece was sent  to your customer that month </li></ul><ul><li>Contains...
Thank You Card  (1 st  Month) <ul><li>Sent to your referral partner </li></ul><ul><li>Thank You Card identifies your custo...
Thank You Card <ul><li>Sent to your customer </li></ul><ul><li>Personalized with your name and company name </li></ul><ul>...
Customer Satisfaction Survey <ul><li>Mailed within 30 days </li></ul><ul><li>Designed to gather  information on customer s...
Personalized KipKards  (5 th   and 47 th  Months)   <ul><li>Messages on KipKards  remind your customer that you’re always ...
Personalized Greeting Cards <ul><li>Mailed in the 11th, 17th, 29th, 41st and 60th month </li></ul><ul><li>Cards are person...
Personalized Greeting Cards <ul><li>Includes a reply-paid  Customer Response Card </li></ul><ul><li>Two styles of greeting...
Customer Response Cards <ul><li>Accompanies all Greeting  Cards & KipKard mailings </li></ul><ul><li>Asks for referrals  a...
Personalized Letter/Questionnaire  (23rd month) <ul><li>Gives you an indication about your customer’s future mortgage and/...
Australia Day Card <ul><li>Australia Day KipKard is sent in  the 2nd year; or each year of the program* </li></ul><ul><li>...
Lead Generating Surveys  (35 th  and 53 rd  months) <ul><li>Designed to find out if your customer is returning to the  mar...
Overview of the BCL Program <ul><li>14-18 total mailings over five years </li></ul><ul><li>Hot Lead Notification within 48...
The Customer Loyalty Specialists! Thank you ! Presented by: Raz Chorev  Continuity Programs Australia. 1300 88 78 35 www.c...
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Continuity Programs Australia - Program overview

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Building Customer Loyalty - BCL - is a program designed to retain mortgage broker's customers, for as long as possible, generating repeat business, and ongoing referral stream.

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Continuity Programs Australia - Program overview

  1. 1. Continuity Programs Australia The Customer Loyalty Specialists! PH: 1300 88 78 35 WWW.CONTINUITYPROGRAMS.COM.AU
  2. 2. Solutions … <ul><li>CPA’s </li></ul><ul><li>Customer Relationship Management Solutions </li></ul>www.continuityprograms.com.au
  3. 3. Presenting… <ul><li>B uilding C ustomer L oyalty </li></ul><ul><li>A Customer Relationship Management Program </li></ul>www.continuityprograms.com.au
  4. 4. Reality check... <ul><li>The Good, Bad and Ugly News… </li></ul><ul><li>Interesting statistics about our customer’s behavior </li></ul>www.continuityprograms.com.au
  5. 5. The Good News… <ul><li>Over 90% of all mortgage customers rate the service they received as “very satisfied” and would use the services of their mortgage broker again </li></ul>Also, when asked, they say they would refer their friends and family However, statistics show they don’t www.continuityprograms.com.au
  6. 6. The Bad News… <ul><li>Why we lose customers: </li></ul>3% moved out of the area 6% were dissatisfied with their service 7% did not use the same mortgage broker because they left the company or industry 66% lost contact with their original mortgage broker www.continuityprograms.com.au
  7. 7. The Ugly News… That means 1,884 used a different mortgage company www.continuityprograms.com.au Out of 5,000 customers surveyed three years after taking out their first mortgage: 2,117 had refinanced 714 had purchased real estate Only 947 used their original mortgage company again
  8. 8. More Ugly News… Out of 5,000 surveyed: 14% could not remember their mortgage broker’s name after 6 months 28% could not remember their mortgage broker’s name after 12 months 67% could not remember their mortgage broker’s name after 24 months www.continuityprograms.com.au
  9. 9. BCL Goals… <ul><li>BCL was developed to achieve four main goals: </li></ul><ul><ul><li>Increase your customer referrals </li></ul></ul><ul><ul><li>Increase your repeat customers </li></ul></ul><ul><ul><li>Increase your customer satisfaction </li></ul></ul><ul><ul><li>Create stronger loyalty between you, your mortgage company, and your real estate partners </li></ul></ul>For those companies that have additional services to offer, BCL is a great tool to cross - sell these services! www.continuityprograms.com.au
  10. 10. Opportunity Tracking System <ul><li>Daily Hot Lead Notification </li></ul><ul><li>Weekly Lead Packets </li></ul><ul><li>Monthly Lead Reporting </li></ul><ul><li>Future Lead Reporting </li></ul><ul><li>Report of Mailing </li></ul>Valuable two-way communication leads to: www.continuityprograms.com.au
  11. 11. Hot Lead Notification <ul><li>A “Hot Lead” is a lead that requires contact from you within 4 months </li></ul><ul><li>Any “Hot Lead” generated from your BCL Program will be “Hot-Mailed” to you via e-mail within 48 hours of CPI receiving it. </li></ul>www.continuityprograms.com.au
  12. 12. Weekly Lead Packet www.continuityprograms.com.au All leads and responses generated from your BCL mailings are sent to your office weekly
  13. 13. Customer of Interest Report The Customer of Interest Report details all leads and referrals for that month, including all “Hot Leads” www.continuityprograms.com.au
  14. 14. Future Lead Report <ul><li>All future leads are updated and tracked for future notification to you </li></ul><ul><li>Second notification is sent 4 months before your customer is back in the market </li></ul>www.continuityprograms.com.au
  15. 15. Report of Mailing <ul><li>Informs you which mailing piece was sent to your customer that month </li></ul><ul><li>Contains customer information (address and mortgage information) </li></ul><ul><li>Keeps you constantly informed on all activities. </li></ul>www.continuityprograms.com.au
  16. 16. Thank You Card (1 st Month) <ul><li>Sent to your referral partner </li></ul><ul><li>Thank You Card identifies your customer and informs your referral partner that you will be maintaining contact with your customer </li></ul>www.continuityprograms.com.au
  17. 17. Thank You Card <ul><li>Sent to your customer </li></ul><ul><li>Personalized with your name and company name </li></ul><ul><li>Includes a reply-paid Customer Response Card </li></ul>www.continuityprograms.com.au
  18. 18. Customer Satisfaction Survey <ul><li>Mailed within 30 days </li></ul><ul><li>Designed to gather information on customer satisfaction and marketing information </li></ul><ul><li>Includes a reply-paid return envelope </li></ul>www.continuityprograms.com.au
  19. 19. Personalized KipKards (5 th and 47 th Months) <ul><li>Messages on KipKards remind your customer that you’re always there to provide the best possible service </li></ul><ul><li>Messages can be personalized </li></ul><ul><li>Each KipKard has an attached reply-paid Customer Response Card </li></ul>www.continuityprograms.com.au
  20. 20. Personalized Greeting Cards <ul><li>Mailed in the 11th, 17th, 29th, 41st and 60th month </li></ul><ul><li>Cards are personalized with your name and company name </li></ul><ul><li>Message reminds your customer that you are still available to assist them </li></ul>www.continuityprograms.com.au
  21. 21. Personalized Greeting Cards <ul><li>Includes a reply-paid Customer Response Card </li></ul><ul><li>Two styles of greeting cards to choose from </li></ul>www.continuityprograms.com.au
  22. 22. Customer Response Cards <ul><li>Accompanies all Greeting Cards & KipKard mailings </li></ul><ul><li>Asks for referrals and inquires into your customer’s immediate and future mortgage and real estate plans </li></ul><ul><li>Messages can be personalized </li></ul><ul><li>Reply-paid, which allows for easy two-way communication </li></ul>www.continuityprograms.com.au
  23. 23. Personalized Letter/Questionnaire (23rd month) <ul><li>Gives you an indication about your customer’s future mortgage and/or real estate plans </li></ul><ul><li>Messages can be personalized </li></ul><ul><li>Sent with reply-paid return envelope </li></ul>www.continuityprograms.com.au
  24. 24. Australia Day Card <ul><li>Australia Day KipKard is sent in the 2nd year; or each year of the program* </li></ul><ul><li>Messages on KipKard thank your customer and wish them a wonderful holiday </li></ul><ul><li>Messages can be personalized </li></ul><ul><li>KipKard has an attached reply-paid Customer Response Card *Optional program. </li></ul>www.continuityprograms.com.au
  25. 25. Lead Generating Surveys (35 th and 53 rd months) <ul><li>Designed to find out if your customer is returning to the market for a new mortgage, refinancing, a home equity loan, or real estate transaction </li></ul><ul><li>Includes a reply-paid return envelope </li></ul>www.continuityprograms.com.au
  26. 26. Overview of the BCL Program <ul><li>14-18 total mailings over five years </li></ul><ul><li>Hot Lead Notification within 48 hours </li></ul><ul><li>Weekly Lead Packet – All customer leads are mailed back to you </li></ul><ul><li>Immediate and future lead reporting through CPA’s Customer of Interest Report </li></ul><ul><li>Every time your customer receives a mailing, you receive a Report of Mailing </li></ul>www.continuityprograms.com.au
  27. 27. The Customer Loyalty Specialists! Thank you ! Presented by: Raz Chorev Continuity Programs Australia. 1300 88 78 35 www.continuityprograms.com.au

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