2012 IASA Advanced Boot Camp:Mastering the Art of Marketing & Selling to Insurance Companies!

Thursday, March 15th &

Friday, March 16th

Omni Amelia Island Plantation ResortAmelia Island, Florida

Progress Though Sharing Knowledge

Creating Raving Fans: Why You Can’t Afford to Ignore Customer Service

Presented by:Don Elias

President & FounderCOGDA Solutions

Progress Though Sharing Knowledge

Creating Raving Fans

Don Elias, President and Founder – COGDA SolutionsDon Elias is the president and founder of COGDA Solutions, and the president of Client Sales Force, Inc. Prior to founding COGDA and Client Sales Force, Elias was best known for leading ImageRight, the industry’s only insurance-specific content management and workflow solution, to success by building a “raving fan” customer base.

Email: delias@clientsalesforce.com

Progress Though Sharing Knowledge

Creating Raving Fans

In “Class” Today:

Facts/Statistics about “Raving Fans”

Tools to use for measurement

Thoughts on how to increase your results

Progress Though Sharing Knowledge

Gallup: Human Sigma“Manage your Human Sigma” July 2005By: John Fleming, Chief Scientist of Customer Engagement - Gallup

Curt Coffman, Global Practice Leader – GallupJames Harter, Chief Scientist of Employee Engagement - Gallup

www.hbr.org$8.95

Creating Raving Fans

Progress Though Sharing Knowledge

Gallup: Human Sigma

If you measure and try to improve these two things:

Client Satisfaction

Employee Engagement

Creating Raving Fans

Progress Though Sharing Knowledge

Gallup: Human Sigma - Test

1979 business units / 10 companies

Compared to their five largest peers in 2003

Outperformed peers 26% Gross margin 85% in Sales growth

Creating Raving Fans

Progress Though Sharing Knowledge

Gallup: Human Sigma - Satisfaction

Logically Satisfied*

Emotionally Satisfied

*NOTE: Logically satisfied show no difference in value than dissatisfied clients.

Creating Raving Fans

Progress Though Sharing Knowledge

Gallup: Human Sigma - Emotionally Satisfied

Confidence in delivery Confidence in the people Treated with respect Trust that the company has “their back” Pride and/or passion in the product/company

Creating Raving Fans

Progress Though Sharing Knowledge

Gallup: Human Sigma - Engaged employees1. I know what is expected of me at work.2. I have the materials and equipment I need to do my work right.3. At work, I have the opportunity to do what I do best every day.4. In the last seven days, I have received recognition or praise for doing good work.5. My supervisor, or someone at work, seems to care about me as a person.6. There is someone at work who encourages my development.

Creating Raving Fans

Progress Though Sharing Knowledge

Gallup: Human Sigma - Engaged employees7. At work, my opinions seem to count.8. The mission or purpose of my company makes me feel my job is important.9. My associates or fellow employees are committed to doing quality work.10. I have a best friend at work.11. In the last six months, someone at work has talked to me about my progress.12. This last year, I have had opportunities at work to learn and grow.

Creating Raving Fans

Progress Though Sharing Knowledge

Measuring Client Satisfaction www.netpromoter.com

Measuring Employee Engagement Ask employees to rate 1-5 the 12 questions. Then have discussion meetings with each team.

Now let’s talk about how to increase your numbers…

Creating Raving Fans

Progress Though Sharing Knowledge

If you have questions specific to this presentation, please feel free to email:

Don EliasPresident & FounderCOGDA Solutionsdelias@clientsalesforce.com

Thank you for your time and attention.

Now, back to Mark for the introduction of our next session and speaker.

Creating Raving Fans