CSR / Account managers IIANC
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Presentation done on 2.24.16 In North Carolina on the Customer Experience of the Modern Consumer specifically for CSR / Account managers.
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Forrester research found that “Only 16% of marketers currently have the capability to capture customer intent and deliver real-time, behavior-based marketing across all channels.” While personalization’s slow adoption can be attributed to its perceived risk, <strong>personalization is a proven winner in terms of delivering greater engagement, sales uplift and repeat website visits
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- 2. CUSTOMER SERVICE, IT’S EXPECTED WHAT SEPARATES YOU IS THE MODERN CUSTOMER EXPERIENCE
- 4. WHO AM I
- 5. WHO ARE WE
- 6. ANOTHER THING • GROW • GROWblog • GROWacademy • GROWmastermind • GROWagency • GROWproducer • GROWpodcast • GROWshow
- 7. WHAT TO EXPECT • Stories • Real Life • Tangents • Examples • Practical ideas • Ways to execute
- 8. CHANGE
- 12. THE CHANGE IN YOUR AGENCY Employees are also consumers
- 19. CUSTOMER EXPERIENCE how the consumer of today perceives value and makes a buying decisions…. …based on the interactions they have with you or your agency throughout the life of your business relationship
- 21. OUR MANAGEMENT SYSTEMS • Downloads • E-signature • Online Payments • Online Servicing • Mobile • Marketing • Communications • Real Life
- 22. CLOUD BASED
- 23. DOWNLOAD • Personal lines • Commercial lines • IVANS Insurance • Activity to downloads
- 24. ONLINE PAYMENTS
- 25. ONLINE PAYMENTS
- 26. COMMUNICATION • Telephone integration • Texting • E-signatures • Email integration • Mobile App
- 27. ONLINE SERVICING It’s needed more and more every year
- 28. AFTER THE SELL • Welcome Packet • Email • Physical mailer • Thanks you card • Rocket Referrals • Referral Program • Email cross-selling campaigns
- 29. MAKE IT EASY • Triple monitors • Lastpass • Instant messaging • Skype • Jing • Gdrive / Dropbox • Social media • Email exchange • Fillable PDF • Fiverr • Marble Box
- 30. Jason D Cass 618.436.0265 jason@growprogram.com www.growprogram.com Facebook facebook.com/thegrowprogram Twitter @jason_grow LinkedIn www.linkedin.com/in/jdcins YouTube www.youtube.com/growprogram Google plus google.com/+Growprogram