This document discusses various topics related to customer service and experience. It provides tips on using social media and technology to engage customers, generate leads, and improve the customer experience. Specific strategies mentioned include using Facebook ads and custom audiences to target customers, developing a niche focus, implementing online payments and forms, and making processes easy for customers through tools like triple monitors and fillable PDFs. The overall message is that focusing on customer service, experience, and using technology can help businesses connect with customers and build their brand.

2. CUSTOMER SERVICE
IT’S EXPECTED
WHAT SEPARATES YOU

3. WHO AM I

4. WHO ARE WE

5. Amazon
Bestseller

6. GROWPODCAST
Agents Influence

7. WHAT TO EXPECT
• Stories
• Real Life
• Tangents
• Examples
• Practical ideas
• Ways to execute

8. GETTING THE TOWN TO KNOW YOU

15. Is an term used to describe emergence of info.
technology:
First in the consumer market
Then spread into business
Many technology-based products have had
their beginnings in the defense & business
markets:
Facsimile machines
Calculators
Mobile phone
Personal computers
CONSUMERIZATION

16. CONSUMERIZATION
• “No one cares how much you know, until
they know how much you care”…
• Creates a window that shows transparency,
builds trust, and your brand.
• Getting employees to share & use productive
and enhancing consumer technology at and
away from work is a wise strategy.

17. SOCIALNOMICS

18. “To be first in the mind of the consumer
when they realize they have a problem and
need to find a solution”

20. “Is being where the consumer is when they
search online for a solution to a problem”

22. CUSTOMER SERVICE
CUSTOMER EXPERIENCE

23. 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

25. WEBSITE
• How are they finding you
• Where do customers look
• Why are they coming
• Contact info
• Payments
• Quotes
• Be mobile optimized

26. NICHE
• It’s a must going forward
• One of the few industry and professionals that has not
• The client wants and deserves it.
• Companies want it
• Helps when you sell
• Helps agents learn and build confidence

27. OUR
MANAGEMENT
SYSTEMS
• Downloads
• E-signature
• Online Payments
• Online Servicing
• Mobile
• Marketing
• Communications
• Real Life

28. LEAD
GENERATION
• SEO
• Social media
• Social media ads
• Professional leads

29. TWO COOL STORIES

30. QUALIFYING
• Social media
• Social media ads
• Data companies
• Sales Funnel

33. FACEBOOK
• It is a branding and marketing tool…not a sales tool!!!
• Be yourself
• Use your network to build others business

34. FACEBOOK ADS
• Boost post
• Promote your page
• Advertising engine
• Power editor - Awesome Sauce
• Custom Audiences
• Pixels

35. Like & Interest impressions
SOMETHINGS I DO THAT YOU CAN
• Get your message out to the exact person
• Direct them to what you want them to see
• Niche and target marketing at it’s best
• Generic branding impressions
• Happy Birthday
• Thank you
• Holiday ads

36. AFTER THE SELL
• Welcome Packet
• Email
• Physical mailer
• Thanks you card
• Rocket Referrals
• Referral Program
• Email cross-selling campaigns

37. MAKE IT EASY
• Triple monitors
• Lastpass
• Instant messaging
• Skype
• Jing
• Gdrive / Dropbox
• Social media
• Email exchange
• Fillable PDF
• Marble Box

38. 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