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How to make the digital customer relationship seem human?
- 1. How to make the digital customer rela3onship seem human? Mee#ng today’s concepts of sell and service. www.intellectSEEC.com
- 2. THE EVOLUTION OF CONSUMER EXPECTATIONS
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- 4. • Access and knowledge beyond what they could find out for themselves • Easy to understand facts and informa#on: inefficient communica3on will result in fact finding and debunking • Ability to self-‐service • Technology: bring an experience that is easy, instantaneous and intui3ve. • Touch points and keystrokes that have informa#on served up concierge-‐style based on IP address or satellite loca3on or other useful tools • Expect the person on the other end to be as connected as they are when they do have to call What are they expec#ng?
- 5. Insurance: Selling policies or crea3ng value for life-‐3me customers?
- 6. • About Lead Management – You should have done your homework on me because I have done it on you and your company – Know and use my preferred method of communica#on – if you want me to respond – My buying paSerns are non linear and I control them • About New Business – I have made a commitment to you; it must feel reciprocal – Tell me what to expect up front; I want the worst case scenario not surprises – You have to give me a compelling reason why; I am going to double check you anyway – Get it right the first #me • About Customer Service – I want to be visible and important – Keep in touch with me digitally not directly – Have the answers at your finger#ps; I am impa#ent with inefficiencies • About Claim Processing – Tell me why I need to do this and where I go to get it done – Tell me what I need to get you and make sure I can send it from my device What are consumers thinking and feeling
- 7. ITS NOT JUST A MILLENNIAL THING …How millennial are you?
- 8. Agents and Brokers are important yet have become tradi#onal channels.
- 9. Customers are searching before they buy is an understatement
- 10. Customers are used to having access (at the click of a buSon is what we used to say). CUSTOMER CONVENIENCE IS ESSENTIAL FOR DOING BUSINESS
- 11. Yet, many things remain the same • Insurance con#nues to be viewed as complex industry • Agents con#nue to find selling a cumbersome task • Buying insurance is cloaked in ambiguity and contradictory informa3on. • Carriers, agents and customers s#ll work in silos, with differing expecta3ons from the same insurance products • Many systems con#nue to be policy centric • Systems are in place that are not intui#ve and cause increased cogni3ve load • We con#nue to work and to provide to our customers overwhelming interac3ons
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- 13. How has the digital world effected the Customer Journey? Classic Journey New Journey
- 14. • Your not just compared to other insurance or financial companies – You have to be what good looks like – You have to be “on” – You have to be relevant (predic#ve) – You have to be helpful • Customers are mul#-‐channel users the balance of power has shiUed. – How easy is it to do business with you? • The insurance company no longer has a monopoly on product informa#on digital informa3on is just a click away – You have to credibly address misinforma#on • Customers expect rou#ne processes to be self-‐service – Creates a paradigm shib in the nature of calls, making the average call more complex and longer • Customers are no longer looking at what the organiza#on says about its brand – They are looking at what their friends and followers say about a brand What does it mean for human interac#on in the Insurance Industry?
- 15. Change in the insurance industry is a bit like TURNING A SUPERTANKER – I Work on the ‘Supertanker’ CAN WE TURN THIS THING AROUND?
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- 17. • Omni-‐Channel • Touchpoint/Touchpoint Management • Holis#c • 360 Degree view • Customer Centric/Client Centric • Disrup#ve Innova#on/Disrup#ve Technologies • Big Data/Datafica#on • Cloud Compu#ng • Upsell/Cross Sell Understanding the buzz, stops the noise …How noisy is it?
- 18. Keeping that new customer feeling.
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- 20. • Ease of use will enable ease of knowledge transfer and customer support • Remove industry jargon and legaleeze where it can not be avoided it must be understood and explained • Do not let “because we have always done it that way” be an answer you give or a reason you take. • Understand the shib toward Values-‐Based Products • Response channels need to be prompt and thoughXul How the infrastructure effects mee#ng customer expecta#ons …Purpose or Protocol?
- 21. • Sales – Seamless integra#on between carrier, csr and agency systems – simple, seamless – Quick modern plalorm adap#ve to changing market needs – Having a clear understanding of what products are offered and how they are relevant – Provide channel of choice • Gain and keep customer’s trust – Capture a comprehensive view of customer needs easily and quickly, 360 degree view of customer – View and discuss coverage and coverage needs with clients, uncover life goals – Capture objec#ves and risks – Accurately profile customer and poten#al products before speaking – Convey the value of each touchpoint • Ease of doing business – Minimize processing #me – data prefill – Digital capabili#es, provide channel of choice to customers – Leverage modern mobile plalorms and capabili#es to op#mize efficiency Where expecta#on turns into implementa#on Trust and engagement need to be established among agent, customer, CSR and Carrier (brand).
- 22. OPENING UP POSSIBILITIES (DISCOVERING NEW WAYS OF INTERACTION)
- 23. OPENING UP POSSIBILITIES (SIMPLE INTERFACE FOR EASY NAVIGATION)
- 24. OPENING UP POSSIBILITIES (IT’S ABOUT CAPTURING EXPERIENCES)
- 25. TO THINK, ACT, SPEAK, EXPLAIN, TOUCH, FEEL, KNOW & EXPERIENCE…
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- 33. © 2016, Intellect Design Arena Limited. All rights reserved. These materials are confiden#al and proprietary to Intellect and no part of these materials should be reproduced, published in any form by any means, electronic or mechanical including photocopy or any informa#on storage or retrieval system nor should the materials be disclosed to third par#es without the express wriSen authoriza#on of Intellect Design Arena Limited.