In order to remain relevant in today’s fast paced business landscape delivering a great ‘Customer Experience’ is now simply table stakes.
• But how do you measure something that’s qualitative like Experience?
• Where does Customer Experience start and finish?
• And who owns Customer Experience?
In this whitepaper, Chris Marriott, VP of Services & Principal Consultant at The Relevancy Group, explains how brands can nurture relationships with customers along the lifecycle—all while keeping email as the glue that holds marketing channels together.
Download the paper to gain actionable insights, such as:
-How to plan for stages in the customer lifecycle that don’t end in “buy right now”
-The primary challenges marketing executives face that are related to department silos
-Using data to recognize ‘smoke signals’ that indicate consumers are ready to buy
Graduating from Email Marketing to Marketing Automation
MArkEtinG AutoMAtion is technology
that allows you to nurture leads through automated
campaigns. Because marketing automation uses email
as one of its methods for engaging customers, we are
often asked, “What is the difference between Marketing
Automation and Email Marketing?” For small businesses,
marketing automation is a tool to take your marketing to
the next level while saving your organization’s resources
in the long run. Marketing automation builds upon your
email marketing strategies to produce superior results.
In this paper, we’d like to show you what marketing
automation can do for you and help you decide if
your organization is ready to graduate to a marketing
automation solution.
In order to remain relevant in today’s fast paced business landscape delivering a great ‘Customer Experience’ is now simply table stakes.
• But how do you measure something that’s qualitative like Experience?
• Where does Customer Experience start and finish?
• And who owns Customer Experience?
In this whitepaper, Chris Marriott, VP of Services & Principal Consultant at The Relevancy Group, explains how brands can nurture relationships with customers along the lifecycle—all while keeping email as the glue that holds marketing channels together.
Download the paper to gain actionable insights, such as:
-How to plan for stages in the customer lifecycle that don’t end in “buy right now”
-The primary challenges marketing executives face that are related to department silos
-Using data to recognize ‘smoke signals’ that indicate consumers are ready to buy
Graduating from Email Marketing to Marketing Automation
MArkEtinG AutoMAtion is technology
that allows you to nurture leads through automated
campaigns. Because marketing automation uses email
as one of its methods for engaging customers, we are
often asked, “What is the difference between Marketing
Automation and Email Marketing?” For small businesses,
marketing automation is a tool to take your marketing to
the next level while saving your organization’s resources
in the long run. Marketing automation builds upon your
email marketing strategies to produce superior results.
In this paper, we’d like to show you what marketing
automation can do for you and help you decide if
your organization is ready to graduate to a marketing
automation solution.
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
Leveraging Data for a True Omnichannel ExperienceSandy Karcher
Whether engaging with your brand in store, on the website, via mobile app or across the vast array of social channels your customer expects a consistent brand voice and quality of experience. How do you learn about your customer’s behavior across these channels and adjust your strategy accordingly? Does every brand need to exist on every channel or can you focus your efforts to those channels most popular with your target demographics? Learn the answers to these questions and the specific practices to guide your own brand through this process.
Business.com Small Business Pulse 2013 Lead Generation InsightsBusiness.com
Business.com conducted an extensive survey of over 500 B2B companies about their lead generation efforts. This report summarizes that data and provides analysis on how marketers are using lead generation, what fields and types of leads are most valuable, and how they are nurturing those leads after they receive.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
From Fans and Followers to Customers and Advocates: Social CRM Presentation a...Jacob Morgan
Brent Leary and I had the opportunity to present the first ever session on Social Customer Relationship Management (Social CRM) at Blog World Expo 2010 in Las Vegas. The session is not about social media but instead looks at business applications of customer strategy and the evolution of CRM to Social CRM.
Social Customer Relations Management (CRM) presentationJohan Sammy
Personal experience and influence from social media platform has become part of our everyday decision making. We spend more time reviewing customer's experience in that restaurant or hotel which influence our decision making than the price or the "on offers"! As a business owner, we need to be in tune to what people are talking about us on the social network and how do we address feedback both positive and negative.
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyRightNow Technologies
Keynote speaker, Donna Fluss, president of DMG Consulting, shares key strategies to help you:
- Improve productivity by reducing expenses
- Provide an outstanding customer experience
- Generate incremental revenue
- Retain customers
Next you’ll here from RightNow's Director of Product Marketing, Stephen Bell. Steve will unveil technologies that will help you deliver on the recommended strategies.
Net Promoter is an increasingly popular method of measuring loyalty. This article describes the approach and why a single measure is not enough to improve business performance.
Case study: How Symantec built engagement through designQuarry
This case study summarizes the results of a controlled quantitative experiment surrounding the idea that design-based experience can change brand perceptions and customer behaviour.
The hypothesis in this experiment was as follows: “If we can create a customer experience through design that influences the meanings people associate with a brand, then we can change their behavior towards the brand.”
If you happen to work in an enterprise where “brand” is frequently misunderstood, and where you encounter challenges in convincing people to invest in customer experience, then this case study is for you. Glen Drummond, Chief Innovation Officer at Quarry, presented this customer experience case study at the Customer Experience Strategy Summit in Toronto, Ontario to modern marketers and CX experts in March 2015.
Bob Thompson of CustomerThink speaks about delivering total customer value that drives genuinely loyal customer attitudes.
Laef Olson, RightNow's CIO, talks about the 10 things to ask your SaaS vendor before entering the cloud
Customer Relationship: Can you keep up ?Etienne Denis
With shrinking markets and changing consumer behavior fuelled by digital technology, CR has become a crucial differentiator and growth lever. That is a big change in status from something that has long been seen as a necessary evil or add on. Based on 50 interviews with CR executives in five European countries, this study provides an insightful examination of the issues affecting CR. It also gives a practical view of the strategic, organizational and people challenges raised.
Looking for great content on Physical Security? you have to check this out then. I am so fortunate to be able to contribute to this content for Ingram Micro! Let me know what you think. Thanks
201005 LOMA CFO Inforum: State of the Insurance IndustrySteven Callahan
Overview of the key drivers and economics influencing the insurance industry in the coming years. Major trends in products, distribution, and service discussed.
20140826 I&T Webinar_The Proliferation of Data - Finding Meaning Amidst the N...Steven Callahan
Joint presentation with I&T's covering the proliferation of data available to insurance companies today and a high level view of searching for value and leveraging the relevant and useful buried in all of the trivia.
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
Leveraging Data for a True Omnichannel ExperienceSandy Karcher
Whether engaging with your brand in store, on the website, via mobile app or across the vast array of social channels your customer expects a consistent brand voice and quality of experience. How do you learn about your customer’s behavior across these channels and adjust your strategy accordingly? Does every brand need to exist on every channel or can you focus your efforts to those channels most popular with your target demographics? Learn the answers to these questions and the specific practices to guide your own brand through this process.
Business.com Small Business Pulse 2013 Lead Generation InsightsBusiness.com
Business.com conducted an extensive survey of over 500 B2B companies about their lead generation efforts. This report summarizes that data and provides analysis on how marketers are using lead generation, what fields and types of leads are most valuable, and how they are nurturing those leads after they receive.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
From Fans and Followers to Customers and Advocates: Social CRM Presentation a...Jacob Morgan
Brent Leary and I had the opportunity to present the first ever session on Social Customer Relationship Management (Social CRM) at Blog World Expo 2010 in Las Vegas. The session is not about social media but instead looks at business applications of customer strategy and the evolution of CRM to Social CRM.
Social Customer Relations Management (CRM) presentationJohan Sammy
Personal experience and influence from social media platform has become part of our everyday decision making. We spend more time reviewing customer's experience in that restaurant or hotel which influence our decision making than the price or the "on offers"! As a business owner, we need to be in tune to what people are talking about us on the social network and how do we address feedback both positive and negative.
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyRightNow Technologies
Keynote speaker, Donna Fluss, president of DMG Consulting, shares key strategies to help you:
- Improve productivity by reducing expenses
- Provide an outstanding customer experience
- Generate incremental revenue
- Retain customers
Next you’ll here from RightNow's Director of Product Marketing, Stephen Bell. Steve will unveil technologies that will help you deliver on the recommended strategies.
Net Promoter is an increasingly popular method of measuring loyalty. This article describes the approach and why a single measure is not enough to improve business performance.
Case study: How Symantec built engagement through designQuarry
This case study summarizes the results of a controlled quantitative experiment surrounding the idea that design-based experience can change brand perceptions and customer behaviour.
The hypothesis in this experiment was as follows: “If we can create a customer experience through design that influences the meanings people associate with a brand, then we can change their behavior towards the brand.”
If you happen to work in an enterprise where “brand” is frequently misunderstood, and where you encounter challenges in convincing people to invest in customer experience, then this case study is for you. Glen Drummond, Chief Innovation Officer at Quarry, presented this customer experience case study at the Customer Experience Strategy Summit in Toronto, Ontario to modern marketers and CX experts in March 2015.
Bob Thompson of CustomerThink speaks about delivering total customer value that drives genuinely loyal customer attitudes.
Laef Olson, RightNow's CIO, talks about the 10 things to ask your SaaS vendor before entering the cloud
Customer Relationship: Can you keep up ?Etienne Denis
With shrinking markets and changing consumer behavior fuelled by digital technology, CR has become a crucial differentiator and growth lever. That is a big change in status from something that has long been seen as a necessary evil or add on. Based on 50 interviews with CR executives in five European countries, this study provides an insightful examination of the issues affecting CR. It also gives a practical view of the strategic, organizational and people challenges raised.
Looking for great content on Physical Security? you have to check this out then. I am so fortunate to be able to contribute to this content for Ingram Micro! Let me know what you think. Thanks
201005 LOMA CFO Inforum: State of the Insurance IndustrySteven Callahan
Overview of the key drivers and economics influencing the insurance industry in the coming years. Major trends in products, distribution, and service discussed.
20140826 I&T Webinar_The Proliferation of Data - Finding Meaning Amidst the N...Steven Callahan
Joint presentation with I&T's covering the proliferation of data available to insurance companies today and a high level view of searching for value and leveraging the relevant and useful buried in all of the trivia.
20140408 LOMA Life Insurance Conference: STP More Than Just A Tweak To Your O...Steven Callahan
Provides an overview of what may be achieved through the digitalization of new business processing and the implementation of straight-through processing including the digital delivery of life insurance policies.
Customer Engagement in a Sales Environment - 5 D'sMahesh Iyer
Customer Engagement has become key right during the Sales Process. 5 D's of Sales would help you have a complete and proper sales by having the right Customer Engagement
17 slides cover the writing of your presentation, focusing on brainstorming tips, organizational skills (purpose statements, main ideas, introductions, conclusions), and suggestions (using examples, statistics, testimonials and outlines) to help you better prepare for your big day. 5 slides on language to get you ready to polish your communicate with your audience. Our comprehensive section of 45 slides on “projecting your ideal image” will stimulate your audience and make them feel at ease. Learn about the body language, posture, positioning, vocal tonality and annunciation; advice on overcoming speech deficiencies and making that perfect first impression. Our 4 slides on confidence will enable you to be in charge of your presentation, and 20 extensive tips on managing anxiety will help you overcome and even prevent it! You will also gain tips and strategies on creating effective and long-lasting PowerPoint presentations (12 slides). Learn to follow the creative rules to follow when putting your PowerPoint and video’s together. In addition, 9 slides fielding questions and answers, dealing with a hostile audience, and utilizing feedback. Lastly, this Public Speaking PowerPoint contains a built-in running Activity that will keep your audience engaged as they consider and complete these thought provoking activities.
What Your Customers Really Do Online: 5 Ways to Remove the GuessworkOptimizely
As digital marketers and experience leaders, we have increasingly reduced our customers to merely data points, line graphs and bar charts.
The problem is that we are losing the necessary insight and experimentation to understand human behaviour across digital channels. To uncover our customers’ true intent, and ultimately understand the behavioural impact on the bottom line, we need to start asking WHY.
Hear from experts from Clicktale and Optimizely as they share experiences from working with brands like Samsung, Missguided and RBS to uncover:
- What data and insights can uncover about customers’ digital behaviour
- How to align metrics that look at measuring the experience, not just conversion
- How brands are scaling an approach to data, insights and analytics across their organisations
- Best practices in ideation, A/B testing and experimentation
Join this webinar with Peter Armaly, Senior Director and Adviser for Customer Success at Oracle, who will share his experiences, discuss some research, and offer guidance and opinions on the issue of Customer Success programs not being treated equal to its Sales peers.
Join this webinar with Peter Armaly, Senior Director and Adviser for Customer Success at Oracle, who will share his experiences, discuss some research, and offer guidance and opinions on the issue of Customer Success programs not being treated equal to its Sales peers.
Best Practices For Enhancing Vendor/Reseller RelationshipsChannelinsight
How do channel partners view their vendors? How do vendors view their partners? Is it a duel or a dance? How far can manufacturers see down the channel? Which incentives motivate partners and which don't? Based on a survey conducted by an independent research firm, the Silicon Valley Research Group, this eBook offers information and insights on all these questions, and more. The book provides foundational information to help with channel partner management and offers best practices for channel data management that can help you strengthen and improve your partnerships – resulting in channel sales growth.
Winning the customer experience revolutionCatalyst
Good customer experiences retain customers and improve loyalty ... Here's how to get ahead of the CX revolution and create outstanding customer experiences that yield positive ROI.
Humanize Your Brand: Drive Employee and Customer Satisfaction with SLAsAggregage
Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.
Identifying causes of customer risk and churn, and then applying approaches for prospective winback, are tremendously important to any company. The content of this presentation enables organizations to optimize customer loyalty behavior
Are you making these 14 Channel Marketing Mistakes? - ChannelEyes WebinarJay McBain
It doesn’t come as a surprise to Channel Professionals that things are changing faster than ever across the partner ecosystem. A perfect storm of new technologies, transforming business models, rapidly evolving competition, consumerization and economic forces have fundamentally changed the traditional supplier/partner relationship.
Not only are things moving much faster, the relationships have become significantly more complex. Ten years ago, a solid email, portal, phone, advertising and events strategy was all that was needed to communicate effectively to partners and customers. Today we have more than 30 marketing vehicles in play, and the level of noise and clutter is, at times, out of control.
Most of us were taught to measure ROI and then focus on the top 2-3 things that drive results. The problem is that these 2-3 things aren’t working the way they used to:
Email newsletters aren’t getting opened or clicked thru.
Beyond the usual suspects, webinar and tradeshow traffic is dropping.
Advertising, whether print or digital is not having the same impact as years ago.
Portal traffic is at an all-time low – partners just aren’t coming in the same numbers.
While every situation is different – the following 14 Channel Marketing Mistakes are common throughout our industry:
Not utilizing new automation tools for Email & Newsletters
Too reliant on the Partner Portal for communication
Not taking advantage of Communities
Too focused on the home run
Expecting too much from social
Not having or sticking to an editorial calendar
Producing too much boring or sales-related content
Under-utilizing the media
Thinking Direct Mail is too expensive
Segmenting Partners into Revenue Tiers Only
Expending too much effort on Partner Recruitment
Underperforming Tradeshows
Renewing tactics year to year without justification
Not taking advantage of Mobile
Adapting Your Pipeline to Marketing’s New DynamicsScott Salkin
Scott Salkin, President of BMA Phoenix and Founder/CEO of a B2B marketing firm, as he shares data and insight behind dramatic shifts taking place in the IT sales cycle as customers are literally becoming the ‘hunter’ and sales organizations the ‘hunted.' Learn how to react to this revolution in the sales cycle, as opportunities are still abundant, and how Avnet can continue to help you drive demand in this ever changing marketplace.
Slide share The Case for Customer Relationship Excellence - European Qualit...Dr. Ted Marra
Here is an article I wrote for the European Quality Journal on Strategic Customer Relationship Management. Back then I referred to it as Customer Relationship Excellence. Take your pick on titles.
John Simpson, Kalev Peekna, Cameron Friedlander and Corrie Maguire provide a digital deep dive, equal parts lecture and discussion, designed to help marketers accelerate their digital efforts at the Legal Marketing Association Annual Conference in Austin.
What does it mean to live in a digital-first world? How have leading organizations, such as Boston Consulting Group and Kimberly-Clark, managed to secure buy in for their digital efforts ... and how can law firms do the same? And, maybe most importantly, how do you continuously prove the value/return of a multi-channel approach?
Workshop facilitators John Simpson and Kalev Peekna of One North and Workshop leaders Cameron Friedlander of Kimberly-Clark and Corrie Maguire of the Boston Consulting Group, work to answer these questions and more. Mixing lecture, case studies, exercises and discussion, we explore how we as an industry must utilize digital.
presented by Rob Bentley and Paul Reiman of Hewitt Associates at the TrueConnection 2008 Sales Performance Management Conference, hosted by Callidus Software
Digital Marketing for Startups: a seminar on how to use web marketing to generate leads and acquire customers. Includes defining your Value Proposition; identifying your Ideal Customer Profile; revising your Website design to support lead generation; using Content Marketing, SEO, Social Media and paid online adds to generate traffic; using landing pages, content and downloads to convert that traffic to leads; and using lead nurturing to convert those leads to sales opportunities. Also discusses using Outbound Lead Generation campaigns in parallel with Online / Inbound Lead generation to maximize results for early stage tech firms.
Similar to 201403 LOMA Customer Service Conference - Customer Engagement It's Not About The Numbers (20)
201207 Tech Decisions: 5 Keys to Fast Successful New Deployments.pdfSteven Callahan
Article reviews how to deal with the deluge of new technological options and the aspects of a strategy for quick, high quality implementations of emerging technologies. Based on company success stories, article lays out what will work.
201406 IASA: Analytics Maturity - Unlocking The Business ImpactSteven Callahan
Overview of how experienced insurers are finally unlocking the business value of analytics to strengthen financial results through improved underwriting, better pricing, agent enablement, enhanced risk management, and targeted cost reductions and how analytics maturity and a roadmap increases the odds of success.
Reviews the importance of the claims payment process and how that moment of truth can define the competitive advantage of an insurance company. Focus is on how understanding and improving the process of claims payment benefits market share and organic growth.
201308 Insurance And Technology Webinar: Upgrading Financial SystemsSteven Callahan
Webinar on the reasons for upgrading financial systems, which are often left behind with the focus on customer facing administration and distribution management systems. Yet regulations are forcing companies to look at the benefits of upgrading their financial systems.
201307 Nolan QNL: Game-Changers - Big Data AnalyticsSteven Callahan
How is big data and the use of analytics altering insurance company risk management and operations? What are the key factors to successfully integrating and using the deluge of new information and tools.
201309 LOMA Policyowner Service and Contact Center WorkshopSteven Callahan
Presentation to insurance service leaders on service and contact center opportunities to provide competitive differentiation as well as summary results of a recent short survey on contact center challenges.
201202 Insurance News Network: CIO Stepping Stones to SuccessSteven Callahan
Discussion of the major issues facing CIO's and how they could best enhance their influence on corporate strategic direction and supporting strategies.
Article discussing longer term implications of the current challenges facing the industry and likely structural changes that will occur over time. Technology, talent management, operations and service differentiation are all discussed.
Quick interview discussing most effective way to start leveraging the power available in analytics and big data. Discusses key points on how to successful gain traction integrating analytics into the decision making process.
201204 Nolan QNL: Life and Annuity Industry OutlookSteven Callahan
An abbreviated version of the industry forecast for 2012 pointing out the highlights of key issues, strategies, areas needing focus, and likely structural changes.
201205 Property Casualty 360: TMI is Never BadSteven Callahan
Quoted several times in article on the value of information and how the industry is unlikely to ever get too much. Information is critical so insurance decision making; managing it is becoming far more difficult.
Discussion of strategies for increasing profits without focusing on expense reduction but instead on areas with leverage like claims. Specific examples for gaining an edge are discussed.
201207 Insurance and Technology: Next Gen Mobile Strategies Table StakesSteven Callahan
Article on how companies not joining in rolling out strategies for leveraging mobile technology may end up at a competitive disadvantage. Discussion of key factors associated with mobile strategies and why all companies should be looking at ways to leverage.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
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Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
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Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
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201403 LOMA Customer Service Conference - Customer Engagement It's Not About The Numbers
1. Presented by:Presented to:
THE NOLAN COMPANY
5.3 Customer Engagement:
It’s Not About The Numbers
People, Process, and Technology
Steven M. Callahan, CMC, ChFC, CLU, FFSI, FLMI
March 28, 2014
Insurance Practice Director
2014 LOMA
Customer Service Conference
Earning Customers For Life
2. 2 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Agenda
• Introduction
• A personal story
• Industry challenges
• Call center tactics and counting (“the numbers”)
• Reintroducing some critical points made by other speakers
• What is gamification and what is it not
• Facts and examples
• Specific to insurance
• Implementation thoughts
• Sources of additional information and solution providers
3. 3 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
First my “Think Outside the Box” story
I like to watch movies
I also travel a great deal
Notice any similarities?
I’ve found myself enjoying fewer and fewer movies – it’s becoming like a bad dream.
4. 4 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Recently, I was given a surprise “movie night” for my birthday
My less than
enthusiastic
response was
ignored
Leather recliners, fancy appetizers, specialty drinks, seat side service.
Much like how Las Vegas redefined itself –
the theatre is changing the movie experience to fine dining.
Engaging the customer by redefining the service.
5. 5 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
It’s Not About The Numbers: Session Goals
• Continue to build on customer engagement as the key competitive differentiator.
• Introduce gamification in the call centers and elsewhere in operations.
Ø What is it and why do I care.
Ø How can it be used in insurance operations.
Ø How does it impact employees and customers.
Ø What are some examples.
Ø What are the first steps to exploring this as an option at my company.
• Answer any questions and invite future contact for those who decide to try it.
6. 6 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Our Industry faces challenging times
6
Investments
Regulation
Market Exits
Technology Complexity
Competition
Life Insurance Ownership
7. 7 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
In a world where communications have come a long way
Simple:
Complex:
Prior to Social Media,
exposure to consumer
dissatisfaction
somewhat limited
Phone
Paper
Service Delivery Resolution
Phone
Paper
Claims Delivery Process Resolution
Phone
Paper
Email
Text
IVR
Internet
Claims Delivery Process
Self-Service
Resolution
Chat Video
Transfer Vendors
8. 8 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
13
24.7
16
24.9
21.5
0
10
20
30
Silents Boomers Generation X Millennials iGeneration
With accelerating customer Complexity
Generational Differences
New Social Dynamics Ethnic Diversity
The Digital Generations
- powerful consumers
9. 9 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
5 Generations of varying Communication and Technology needs
0
10
20
30
40
50
60
70
80
Millions
GI Swing Boomer Gen X Millennials
High TechLow Tech
Increasing Customers Demands
• Immediacy / 24x7 access
• Transparency
• Personal service relationships
• Language
• Driven within and outside the
industry
Impacting customer interactions as well as associate interactions…
10. 10 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
“… a modest increase in
customer experience will
increase customer loyalty
and boost revenues by
approximately $298 million
for a $10 billion insurance
provider.“
Forrester Research, February 17, 2010
“Nationwide Insurance
found that a 1% increase
in customer retention
increased annual
premiums by $1 million”
Insurance Tech. - CRM in Global
Insurance, Datamonitor, 2008.
“Reducing customer
attrition by 5-10% can
increase annual profits by
as much as 75%,
according to a study by
the Wharton School.“
Eight Strategies for First Rate Customer
Service, Cisco Innovators, January 2008
And where today’s customer has an international megaphone
Tens of thousands of positive service touchpoints
a day, and yet one bad interaction…
And suddenly your
company is at the top of
the tweets list telling
thousands followed
quickly by a Facebook
“Unlike” Fan Page. Today’s Customer
11. 11 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Yet our focus, as Eric noted, remains numbers and productivity
12. 12 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
With Engagement and “satisfaction” a desired result not key focus
The numbers keep the focus on how
many, how fast, how long, on
schedule, watch for the buzzer, etc.
But what about Disney’s David
Mulvey’s “Big 3” measures?
- Will they come back
- Will they recommend you
- Did they get value equal to cost?
13. 13 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
When you return, it is likely back to the enduring “Big Challenges”
vScheduling against cyclicality
vProductivity and blending
vTraining and accurate, accessible documentation, old systems
vMeasuring first call resolution
vTurnover and recruiting
vLegacy / disjoint technology
By the way, the above list is from LOMA’s September Policyowner
Service Conference and Call Center Workshop session I moderated.
Do you have others?
14. 14 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
As Disney’s David Mulvey suggested, ask “Why do we care?”
Low ratings on buyer experience
(below Comcast too I wonder?)
Low perception of innovativeness
Poor comparative financial performance
Declining agency force
Underserved middle market
Downward slope on policy sales
15. 15 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
And as Ask.com’s Eric McKirdy pointed out, we better care…
16. 16 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
So what exactly is gamification?
Gamification is the use of game design techniques & mechanics to help train, solve
problems, and engage audiences by encouraging players to behave in certain ways in
order to gain or win in-game incentives leading to more difficult and useful challenges
(quests).
It takes jobs that are tedious, routine, or stressful and uses game mechanics to enhance
parts of the job in a way that turns it into a form of “play” with intrinsic rewards and
recognition.
Another way of wording it is the integration of game dynamics into a company’s website,
services, community presence, marketing content, or sales campaigns in order to drive
up participation.
Key elements of effective gamification include:
• Achievements that are frequent based on intermediate goals
• Cascading information that is obtained as new achievements or levels are reached
• Collaboration within a team and department that rallies solving shared problems
• “Epic meaning” , or having goals that matter
• Optimism, the game is winnable with ongoing positive feedback in small doses
A few of the big solutions providers: Playvox, Bunchball, and Verint
17. 17 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
And what is not gamification?
Gamification is not considered to be:
• a “game”
• monkey business or wasting time at work
• a fantasy land or strange role playing game with dragons and zombies
• a virtual farm or a repetitive pirate game (aka Facebook)
• veiled or manipulative or in any way misleading employees
Instead, the use of game mechanics has been proven to::
ü Increase engagement
ü Influence and even modify behavior
ü Motivate participation
ü Educate without appearing to do so
18. 18 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Simply put, it is meant to change the service staff’s mindset:
Turn this Into this
Or turn Eric McKirdy’s this Into this
19. 19 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Game Mechanics have a multitude of tactics that encourage play
20. 20 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Game mechanics motivate customers or staff to build the business
Each activity adds value for the business but also provides the “player” with points,
leveling up, rewards, or discounts.
21. 21 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
It transitions “work” into a form of “play” that achieves goals
Game Work
Tasks repetitive, but fun repetitive and dull
Feedback constantly once a year
Goals clear contradictory, vague
Path to Mastery clear unclear
Rules clear, transparent unclear, in-transparent
Information right amount at the right time too much and not enough
Failure expected, encouraged, spectacular,
brag about it
forbidden, punished, don’t talk
about it
Status of Users transparent, timely hidden
Promotion meritocracy kiss-up-o-cracy
Collaboration yes yes
Speed/Risk high low
Autonomy high mid to low
Narrative yes only if you are lucky
Obstacles on purpose accidental
22. 22 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Did you know that online games are not a “Gen-Y” phenomena?
v Average age of gamers in years: 37
v % of gamers older than Fifty: 25
v % of youth playing computer & video games: 97
v % of female gamers: 42
v Social vs. Competitive Games: >3:1
v Avg. of hours/week played in World of Warcraft (WoW): 22
v # of articles in WoWWiki: ˜250,000
v Rank of WoWWiki compared to all Wikis: 2nd
v Rank of Wikipedia: 1st
23. 23 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Gamification applies across industries
24. 24 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Sell more wings, broaden market awareness using gamification
25. 25 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Grown Green Giant vegetables in your Farmville Farm
26. 26 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Brand recognition and travel datapoints using gamification
27. 27 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Military simulation games used to recruit into the Army
28. 28 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Sales gains using gamification to internationalize a “hunt” game
29. 29 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
And is expected to grow at an accelerated rate
• In mid 2013, Gartner predicted that by 2015, 40% of Global 1000
organizations will use gamification as the primary mechanism to transform
business operations.
• Gartner also predicts that by the end of 2014, 80% of all gamification efforts
will fail to meet business objectives due to poor design.
30. 30 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
In fact we all already are involved
Frequent Flyer Programs Intuit - TurboTax
EVs & Hybrids – Prius, Nissan Leaf, Chevy Volt
Shopping
Rewards
31. 31 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Across a great many parts of our life
Ranking books and authors
Status
Medals and Recognition
Software
Training
32. 32 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Health care uses gamification to help people improve their health
33. 33 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Specific to insurance it can be applied across the enterprise
34. 34 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
More than I’ll read on gamifying key business activiites
Customer education:
• Educate customers on risk exposure
management, safe driving measures and
safe maintenance of vehicles, personal
financial planning, smart investments,
retirement planning and coverage selection.
• This could be a serious game or a quiz
hosted online, mobile or a social channel.
• Upon completing the game, customers
should be awarded badges.
Customer feedback:
• Insurers must develop innovative means of
collecting feedback from customers through
gamification.
• Any meaningful feedback that customers share
about carrier products or services can qualify for
incentives.
• A gamification approach might help to encourage
customers to provide feedback compared with
traditional feedback forums.
Customer retention:
• Retention of customers is among the critical goals
for an insurer; gamification can create a sense of
belongingness.
• Nexercise18 aims to cement user activity levels
like burning calories and reward them with points
that can be redeemed on “healthy choice” deals.
• Insurers can create similar initiatives that focus
on reducing hazards that will help with retention.
Employee collaboration:
• Enhance collaboration and maximize business
knowledge sharing.
• Incentivized employees can go social. In the
insurance context, an SME could assist a
junior staff member on a complex transaction
and earn the status of a top contributor in the
carrier’s collaboration platform.
35. 35 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Even the traditionally numbers oriented performance and process
Performance management:
• The goals and key performance
indicators must be captured upfront
and fed into the design of the platform.
• A leaderboard dashboard can be
seamlessly linked with activities that
contribute to performance goals.
• Other leaderboards can be used to help
employees qualify for badges but not
contribute to the actual KPIs.
• Typically, leaderboards contain a visual
dashboard that reflects the activities for
the logged-in user.
• The progress bars provide real-time
feedback and influence behavior by
indicating progress against goals.
Process improvement:
• Tools are deployed to track tasks and daily
assignments to engage employees better
than traditional task tracking systems.
• A call center representative who attends to
the first call resolution from customers can
be motivated if he is allowed to track his
SLA through a gamified platform.
• Reps track performance relative to the
other team members and also receive
badges for completing tasks on schedule,
receiving customer testimonials, accurately
capturing all relevant information, or
helping a fellow employee by answering
queries.
• This should drive productivity gains and
encourage collaboration to share best
practices across the call center team.
36. 36 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Sample Leaderboard for Service Staff
37. 37 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Leaderboard scoring criteria
38. 38 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Go slow: Recommended Steps
• Silent base lining
Ø Measure the starting points for what you will be incenting
Ø Skills, knowledge, productivity, quality, speed to resolution, collaboration, etc.
• Assess your current staff
Ø Tenure
Ø Demographics
Ø Training gaps
• Benchmark service and expense levels
Ø Transaction costs
Ø Turnover and costs
Ø Other demands on resources and funds
• Evaluate competitive positioning needs
Ø Market strength
Ø Key competitors
• Design gamification strategies
Ø Physical versus virtual rewards
Ø Performance & training targets
Ø Collaboration / mentoring
• Assess available Infrastructure & support
39. 39 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Gamifying a function
40. 40 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Some good books and interesting resources
• Bunchball • Gamify.it • Lithium • Shufflebrain • SCVNGR
A list of 90+ gamification case studies with ROI:
http://www.yukaichou.com/gamification-examples/gamification-stats-figures/#.UzVJW01OXV0
41. 41 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Gamification platforms
42. 42 LOMA Customer Service Conference: March 26 – 28, 2014
5.3 Customer Engagement: It’s Not About The Numbers
Thank you for your time.
If anyone decides to investigate gamification, please let me
know as I would love to learn how it works for you and would
be delighted to provide assistance.
Have safe travels home and don’t
forget to fill out the assessment form.
43. Steven M Callahan, CMC®, FFSI
Insurance Practice Director
Steve_Callahan@renolan.com
206-619-7740
www.linkedin.com/in/stevencallahan
@stevenmcallahan
www.renolan.com