PROGRAM - American International Group · engaged clients were contacted by financial advisors more than 24 times per year, while less engaged clients were touched only once.3 The

For financial professional use only. Not to be used with the public.

The SunAmerica

ClientEngagement

PROGRAM

26 TouchesAn Automated Way to Strengthen Client Relationships and Build Business

1 Source: Customer Engagement: Unleashing the Potential for Growth. Gallup, 20112 Source: Customer Satisfaction Doesn’t Count. Gallup, 2003


Did You Know: Organizations that fully engage their clients have outperformed competitors by 85% in sales growth?1

Research has shown that clients who are satisfied, loyal and emotionally connected tend to bring in more business than other clients. Gallup Consulting found that actively engaged clients generated 23% higher profit and revenue growth than the average customer!1 In addition, Gallup found that actively engaged financial institution clients were 40% less likely to close their accounts than clients who were disengaged.2

Getting the Most Out of Your Client Interactions

One of the most important keys to engaging clients is frequent communication. According to one study, engaged clients were contacted by financial advisors more than 24 times per year, while less engaged clients were touched only once.3

The SunAmerica Client Engagement Program is an automated touch program that can help you strengthen relationships by increasing the number of meaningful contacts you have with clients and prospects. Through a variety of marketing and educational tools, you’ll be able to create a customized 26-touch calendar that will help you facilitate deeper, more personal communication while increasing client trust and loyalty, which can lead to more business and more assets under management!

3 Source: Cultivating the Middle Class Millionaire, Russ Alan Prince, 2005

Access a full library of tools across three key areas of engagement:

Client Loyalty

Build trust-based relationships

through personalized

communications and client

appreciation events.

Client Education

Help clients better understand

the financial markets by

engaging them through

educational emails

and seminars.

Client Communication

Communicate with clients on

a regular basis and gain greater

insight into their needs and

goals through surveys and

portfolio reviews.

For financial professional use only. Not to be used with the public. 1

Engage Clients with 26 Touches a Year


Client Loyalty

Many behavioral economists believe that only 30% of human behavior and decisions are based on rational considerations. This means as much as 70% of consumer loyalty could be driven by emotional factors.4 The SunAmerica Client Engagement Program is designed to strengthen the emotional ties you have with clients.

Send Personalized Birthday & Special Occasion Greetings

The program offers a quick, automated way for you to create and mail personalized cards. Each greeting card can be customized with your name and company logo for greater impact. Simply register on the program’s website, www.sunamericaemarketing.com, upload your mailing list and select the cards you want to send.

This automated process helps you stay in front of clients and key prospects using a personal touch. In addition to birthday cards, you’ll have access to greeting cards for:

• Anniversaries

• Holiday Season

• Thanksgiving

• Fourth of July

• Veterans Day

• Graduations

1

4Source: Customer Engagement: What’s Your Engagement Ratio? Gallup, 20095Source: Vertis Communications, Direct Marketing Survey, 2009. Telephone survey of 2000 adults

Personalization Matters: 66% of consumers surveyed say

personalized mail makes a difference in whether or not it’s read.5

Handwritten addresses also help make sure the mail is opened.

KEY STATS The Rules of

Client Engagement

2


Client Loyalty

Conduct High-Impact Client EventsClients work with financial advisors they know and trust. To build and deepen your relationships, create unique and memorable experiences that allow you to interact on a more personal level with clients. This will leave them with positive, lasting impressions of you and your practice.

The SunAmerica Client Engagement Program has developed a variety of events designed to appeal to clients’ diverse interests and lifestyles. Each event comes with invitations, handouts and presentations.

• Fine Wine & Finance: A wine-tasting event, complete with tasting tips and a complimentary wine journal.

• Lower Your Handicap, Lower Your Taxes: A golf-themed event for your top clients provides an atmosphere for you to make stronger connections.

• Family Nights: Workshops for your clients’ children and beneficiaries. Topics include personal finance, budgeting and estate planning.

• Life Events & Financial Decisions: Special seminars that can help clients who are getting married or dealing with a death or divorce manage difficult financial decisions.

Mail Referral PostcardsAccording to a recent survey, 100% of engaged clients provided at least one referral over the past year, and more than 50% gave two or more referrals.6 Like all the other components of this program, the referral postcards can be personalized for optimum results. They are designed to thank clients for their business and encourage them to refer friends and family to you and your practice!

6Source: Advisor Impact, Economics of Loyalty Survey, 2011. Data gathered from 1,034 investors via online survey

3

2While trust is essential to developing a good relationship with clients, nearly 50% of investors ranked “being knowledgeable” as the most important attribute a financial advisor can have in providing good service to clients.7 To better engage clients and further your reputation as a local investment expert, the SunAmerica Client Engagement Program offers monthly emails, high-impact seminars and easy-to-understand educational tools that keep clients up to date on the market and their investments.

Inform and Inspire Through Value-Added Emails

The Investor Insights Email Series offers an easy way to increase your client touches, educate them on key investment concepts and promote the value of your investment services.

Themes include:

• Retirement income planning

• Maximizing your Social Security payments

• Emotions and your money

• Legacy planning

• The value of diversification

• Tax tips

Offer Updates on the Financial Markets

The Market Perspective newsletter provides clients with monthly market commentary. It highlights emerging trends and changing economic conditions that may have an impact on your clients’ investment portfolios.

Client Education

Clients are looking for financial advisors to educate them: When asked what describes an “ideal” financial advisor, 69% of clients

said an advisor who “takes the time to educate them.” Additionally,

77% of clients said they wanted advisors who “can speak in terms they

can understand” and 75% said that “listening and understanding what

is important to them” was critical.8


Client Engagement

For financial professional use only. Not to be used with the public.4

Market PerspectiveA monthly market commentary for today’s investors

• Global equity markets paused amidst economic soft patch

• Treasuries lead the bond markets rally

• Slowdown in U.S. economic recovery

• U.S. consumers still in the recovery forefront

January 2012 Insights

Provide Insight Through Educational Seminars

The SunAmerica Client Engagement Program offers a diverse selection of educational seminars, with topics ranging from retirement income solutions to maximizing Social Security benefits. These short presentations, each about 20 slides, can help you start conversations, further engage clients and get them thinking about new investment strategies that can help them achieve their financial goals.

With each seminar, you’ll have access to invitations and other marketing materials to support your events. Please make sure you comply with your Broker Dealer’s review procedures before using these materials.

• Simple Seminars These 30-minute presentations are designed to

broaden your clients’ knowledge base and help further establish you as the local investment expert.

• Lunch & Learns Conduct a simple seminar over lunch at your office,

local restaurant or hotel. With a less formal setting, you’ll have more opportunities to mingle with clients, talk to them about their individual financial situation and show them why you’re the go-to advisor for their investment and income planning needs.

7“Bridging the Trust Divide” by Knowledge @ Wharton, University of Pennsylvania and SSGA, 20078SunAmerica Retirement Re-Set Study, 2011. Phone interview with 1,001 respondents, age 55+9Advisor Impact, Economics of Loyalty survey, 2011. Data gathered from 1,034 investors via online survey

Client Education

Be the Local Expert: 80% of investors surveyed said that the

reputation of a firm is a strong contributor to building trust in a

financial advisor.9

By educating clients on the financial markets, introducing them to new

investment strategies and communicating with them on a regular basis,

you’ll have a greater chance of becoming and remaining the “Advisor of

Choice”—the financial advisor who handles the financial needs of not

only your clients, but also their families!


Client Engagement


3 Client Communication

Research has shown that finding new clients is up to five times more expensive than keeping your current customers happy.10 One effective way to improve both client retention and satisfaction is to maintain regular, direct communication in all types of markets.

Send Timely, Proactive Communications

Keep clients updated on key dates and market information by using high-impact tools, such as:

• Tax Facts At-A-Glance Brochure: Clients can look up current income tax rates, contribution limits and much more—all at a quick glance.

• Beneficiary Checkup Postcard: Remind clients to review and update their beneficiary designations on an annual basis.

• Tax Reminder Postcard: Let your clients know that you’re always available to consult with their tax advisors. It’s a great way to build strategic partnerships that can lead to more referrals from CPAs and tax attorneys.

Conduct More Effective Quarterly Portfolio Reviews Gain access to value-added scripts, questionnaires and other tools that can help you make these reviews more productive and efficient. Engage clients by helping them understand their investments and stay abreast of changing market conditions.

10Customer Relationship Management Strategies in Financial Services, Business Insights, 200411Advisor Impact, Economics of Loyalty survey, 2011. Data gathered from 1,034 investors via online survey

Top Clients Expect More Advisor Contact: 68% of engaged

clients say they have three or more portfolio reviews each year, compared

to only 44% for less satisfied clients.11


Client Engagement

6 For financial professional use only. Not to be used with the public.


Enhance your client conversationsThe SunAmerica Retirement Re-Set Study revealed that the recession has heightened clients’ desire for more proactive communication.

■ The following questionnaire can help you deepen client conversations and better connect from a lifestyle perspective. Use this tool to help:

■ Start new conversations with clients and prospects

■ Build and strengthen client relationships

■ Deliver fresh messages on retirement

■ Gather more assets from a broad range of individuals and families

BusinessBuilder The SunAmerica Retirement Re-SetSM Study

Key Study Finding:Effective communication and listening skills now rank more important than achieving competitive returns.How well do the following best describe your ideal financial advisor?

Q.

77%

75%

72%

72%

Speaks in terms you can understand

Listens and understands what is important to you

Protects you from major risks

Is able to achieve competitive returns on your money

2012 tax tablesRates, Schedules and Contribution Limits

Income Tax

Ordinary income tax rates

If taxable income is The tax is Of the amount over

Married filing jointly or qualifying widower

$17,400 or less 10% $0

More than $17,400 but not over $70,700 $1,740 + 15% $17,400




More than $388,350 $105,062 + 35% $388,350

Single

$8,700 or less 10% $0

More than $8,700 but not over $35,350 $870 + 15% $8,700

More than $35,350 but not over $85,650 $4,867.50 + 25% $35,350



More than $388,350 $112,683.50 + 35% $388,350

Married filing separately

$8,700 or less 10% $0

More than $8,700 but not over $35,350 $870 + 15% $8,700




More than $194,175 $52,531 + 35% $194,175

Head of household

$12,400 or less 10% $0





More than $388,350 $109,229 + 35% $388,350

Note: Current income tax rates are based on the Economic Growth and Tax Relief Reconciliation Act of 2001 (EGTRRA). These provisions are set to expire on December 31, 2012, at which time the rates will revert back to what they were prior to EGTRRA.

Tax on capital gains and dividendsFor taxpayers in 10% and 15% tax brackets

For taxpayers in all other tax brackets

Short term capital gains (≤12 months) Ordinary income tax Ordinary income tax

Long term capital gains (>12 months) 0% 15%

Qualified dividends 0% 15%

Note: Tax rates for dividends and long-term capital gains are based on the Jobs and Growth Tax Relief Reconciliation Act of 2003 (JGTRRA). These provisions are set to expire on December 31, 2012, at which time the rates will revert back to what they were prior to JGTRRA.

Retirement Savings

Contribution limits for IRAs and other retirement plans

IRA or plan type Maximum Contribution

Catch-Up Contribution

(Age 50 or older)

Traditional IRAs $5,000 $1,000

Roth IRAs $5,000 $1,000

401(k) and 403(b) Elective Deferrals $17,000 $5,500*

Governmental 457(b) Elective Deferrals $17,000 $5,500*

SIMPLE IRAs $11,500 $2,500

*Note: A special catch-up contribution of up to $3,000 per year is also available to 403(b) participants of certain employers who have been with their organizations for 15 years or more and under-contributed in prior years. In addition, a special catch-up may also be available to participants in 457(b) plans.

Limits for employer-sponsored plans Plan type Limit type Annual amount

Defined Benefit Benefit limit per participant $200,000

Defined Contribution Contribution limit per participant $50,000

Defined ContributionMaximum compensation that

can be taken into account for each employee

$250,000

Eligibility of Roth IRA contributionsFiling status Modified AGI Eligibility

Single or head of household

Less than $110,000 Full contributionAt least $110,000

but less than $125,000 Partial contribution

$125,000 or more No contribution


Less than $173,000 Full contributionAt least $173,000




$0 Full contributionMore than $0



Note: If you file separately and did not live with your spouse at any time during the year, your Roth IRA eligibility is determined under the “Single” filing status.

Deduction limits for Traditional IRAs

Filing status

Are you covered by an employer’s retirement plan?

Modified Adjusted Gross Income (AGI)

How much of your contribution can

you deduct?

Single or head of household

No Any amount Full

Yes

$58,000 or less Full

More than $58,000 but less than

$68,000Partial

$68,000 or more None


No Any amount Full

No, but my spouse is covered

(for married filing jointly only)



$183,000Partial


Yes



$112,000Partial



No Any amount Full

No, but my spouse is covered

Less than $10,000 Partial


YesLess than $10,000 Partial


Note: If you file separately and did not live with your spouse at any time during the year, your IRA deduction is determined under the “Single” filing status.

Deductions, Exemptions and Credits

Standard deductions

Filing status Annual Additional (Age 65+ or blind)

Single or married filing separately $5,950 $1,450

Head of household $8,700 $1,450

Married filing jointly or qualifying widower $11,900 $1,150

Itemized deductions

Unlimited for 2012

Personal exemptions

Filing status Exemption Phase-out of personal exemptions

Any $3,800 None for 2012

Child tax credit

Filing status Maximum credit

AGI phase-out (Credit is reduced

$50 for each $1,000 over the following)

Single or head of household $1,000 per child $75,000

Married filing jointly $1,000 per child $110,000

Married filing separately $1,000 per child $55,000

College and Health Savings

Education tax credits and deductions

Type Maximum credit/deduction AGI phase-out range

American Opportunity (Hope) Tax Credit

$2,500 per eligible student for first 4 years of

post-secondary education

$80,000 - $90,000 (Single)$160,000 - $180,000 (Married filing jointly)

Lifetime Learning Tax Credit

$2,000 per return for post-secondary education (no limit in number of years)


Tuition and Fees Tax Deduction

$2,000 (Single)$4,000 (Married filing

jointly)


Note: You cannot claim more than one tax benefit for the same education expenses. Maximums may differ by state. Limits do not include interest paid on qualified education loans.

Coverdell Education Savings Account contribution limit

Filing status Maximum annual contribution AGI phase-out range

Single or head of household $2,000 per beneficiary $95,000 - $110,000

Married filing jointly $2,000 per beneficiary $190,000 - $220,000

Health Savings Account contribution limit

Coverage Maximum annual contribution

Catch-Up Contribution (Age 55 or older)

Individual (Self Only) $3,100 $1,000

Family $6,250 $1,000

Social Security

Base amount of modified AGI that can cause benefits to be taxable

Filing status 50% taxable 85% taxable

Single $25,000 - $34,000 More than $34,000

Married filing jointly $32,000 - $44,000 More than $44,000

Maximum earnings before benefits are reduced

Age Limit

Under full retirement age $14,640 ($1 withheld for every $2 above limit)

Year that full retirement age is reached $38,880

Full retirement age and over No limit

Note: The maximum monthly benefit for individuals who reached normal retirement age and earned at least the maximum wage base amount during his or her working years is $2,513.

Maximum compensation subject to Federal Insurance Contributions Act (FICA) tax

Type Limit

Social Security (OASDI) maximum $110,100

Medicare (HI) maximum No limit

Estate and Gift Taxes

Estate and Gift Tax Rate

Maximum rate: 35%

Unified Estate and Gift Tax Credit

Type Annual

Exclusion amount $5,120,000

Annual gift exclusion $13,000 to any individual

Note: Current estate and gift tax provisions are set to expire on December 31, 2012, at which time they will revert to the rates that applied prior to 2001. Unless Congress makes additional changes, the estate and gift tax exemption will decrease to $1 million, and the maximum estate and gift tax will increase to 55% in 2013.

Need additional help reducing your taxes? Please talk to your

investment representative or tax advisor today!

M5163RCK_1211.indd 2 2/13/12 1:24 PM

Use this handy pocket guide to look up:

• Current-year income tax rates

• Tax rates for capital gains and dividends

• Contribution limits for IRAs, 401(k)s and other employer-sponsored retirement plans

• Gift and estate taxes

• Standard deductions, personal exemptions and more!

To customize your tax strategy to fit your individual situation, please

consult your investment representative or tax advisor today!

By planning ahead, taking advantage of key

tax credits and deductions and making wise

investment decisions, you may be able to lower

your current taxable income and invest more for

your financial future.

And that means you’ll have a better opportunity

to retire with the financial freedom you want!

For more information on the SunAmerica Variable Annuities, please contact your financial advisor or licensed insurance agent or call 1-800-445-7862 to request a prospectus. Please read the prospectus carefully before investing. The prospectus contains the objectives, risks, fees, charges, expenses and other information regarding the contract and underlying funds, which should be considered carefully before investing.

Variable Annuities are issued by SunAmerica Annuity and Life Assurance Company. Products and features may not be available in all states. This material was prepared to support the promotion and marketing of the SunAmerica Variable Annuities. Neither SunAmerica nor its representatives may give tax, accounting or legal advice. Any tax statements contained herein were not intended or written to be used, and cannot be used by any taxpayer for the purpose of avoiding U.S. federal, state or local tax penalties. You should seek the advice and counsel of an independent tax advisor for complete information concerning your particular circumstances and regarding any tax statements made herein.

Distributed by SunAmerica Capital Services, Inc. 21650 Oxnard Street, Woodland Hills, CA 91367, 1-800-445-7862

M5163RCK (12/11)

Not FDIC or NCUA/NCUSIF Insured

May Lose Value • No Bank or Credit Union GuaranteeNot a Deposit • Not Insured by any Federal Government Agency

TAX FACTSAND TABLES

Are you making smart investment

decisions that can help

REDUCE your taxes

Taxable Event Potential Tax Consequence

Sell a security for a profit

• If held for 12 months or less, your short-term capital gain may be taxed at ordinary income tax rates, which could be as high as 35% at the federal level.

• If held for more than one year, your long-term capital gain may be taxed at a maximum rate of 15%.

Receive a dividend payment

You may owe taxes even if you reinvest your dividends. Dividends are generally taxed at a maximum rate of 15%.

Receive income from a bond

• U.S Treasury issues – You may owe federal income tax, but no state or local income tax.

• Corporate bonds – You may owe federal, state and local income taxes.

• Zero coupon bonds – You may owe taxes on “phantom” interest each year even though you won’t receive the interest until the bond matures.

• Municipal bonds – Interest is federally tax-free and may be subject to state and local taxes. Certain types of municipal bonds are also subject to Alternative Minimum Tax (AMT).

Receive a capital gains distribution

Distributions are subject to tax at a maximum rate of 15%.

Sell a tax-exempt bond before maturity

The realized capital gain or loss will impact your taxes, even though the bond provided tax-free interest.

Sell a security for a loss and buy a substantially identical security within 30 days of the sale date

This is a wash sale. Tax law generally allows taxpayers to use losses to offset capital gains and limited amounts of other income each year. However, losses from wash sales cannot offset gains.

Note: Federal tax laws in this area are complex and subject to change. The tax representations made herein reflect the understanding of SunAmerica Annuity and Life Assurance Company, and may not necessarily be current or complete. Neither SunAmerica nor its representatives may give legal or tax advice. Investors are cautioned to seek the advice and counsel of their attorney or tax advisor for complete information concerning their particular circumstances.

The first step in reducing the

amount of tax you pay on

your investments is to get

the facts. Don’t wait until

April to start thinking about

your taxes. Take the time

now to learn the important

tax rules that can affect both

your short- and long-term

investment strategy.

If you buy or sell an investment that is held in a taxable account (e.g., mutual fund), there are likely to be tax consequences. Here are some examples of taxable events in your portfolio and how they could affect your tax bill.

Never buy or sell a security without understanding the tax impact

at a glance

Client Communication

Obtain Valuable Feedback Through Client Satisfaction Surveys

In an industry study, 70% of clients reported that they had not been asked by their financial advisors how they can improve their relationships.12 To effectively engage your clients and strategically grow your business, it’s important to maintain an ongoing dialogue and to obtain valuable feedback on topics such as how to enhance your portfolio reviews and what communications your clients find beneficial or meaningful.

The SunAmerica Client Engagement Program offers tools to help you conduct productive surveys by phone, mail, online or in person. You can take advantage of:

• Annual or semiannual surveys: Reach out to clients once or twice a year. You can choose from web-based or paper surveys.

• Consumer-friendly phone script: This survey script is easy-to-follow and can be completed by your assistant for greater efficiency and time management.

• Survey cover letter: Whether you prefer to send out surveys by mail or online, a cover letter is included for optimum results.

12“Bridging the Trust Divide” by Knowledge @ Wharton, University of Pennsylvania and SSGA, 200713“The Ties That Bind” by Howard J. Stock in Bank Investment Consultant, 2011

Establish an automated touch program: Some top advisors

reported sales increases of up to 25% after implementing such a

program.13 For even greater impact, consider forming an Advisory

Council made up of your top clients. This council can get your best

clients more involved in your practice, improve your communication,

and provide critical, “client-centric” information that can be vital to

the growth of your business.


Client Engagement


Client Satisfaction Surveys:Gather feedback, improve your service and build your business

Ideas that Build Loyalty

Date

Client NameClient AddressCity, State, Zip

Dear [insert client name]:

As your financial advisor, my first priority is to provide you with personal service and financial advice that hopefully meets or exceeds your expectations.

To help determine how well I’m doing in achieving these objectives, I’m asking all my top clients to please take 5-10 minutes and complete the enclosed survey.

Thank you in advance for your assistance with this survey. Your feedback is very important and will help me provide even higher levels of service to you in the future.

Please don’t hesitate to call me if you have any questions.

Sincerely,

[Insert your full name and title][Insert your BD name or DBA]

(Check with your home office for required disclosures)

Sample Letter Asking Clients to Participate in Satisfaction Survey

According to the Harvard Business

Review, surveyed clients are three

times more likely to open new

accounts and add assets, while

being 50% less likely to defect.

They also may be more likely

to provide quality referrals. And

if for some reason clients are

dissatisfied, you’ll know the areas

you need to improve on.

Is there a gap between how you perceive your clients’ satisfaction and how your clients actually feel

about your service? When it comes to turning your clients into advocates, understanding how well you’re

performing in your clients’ eyes can go a long way toward assuring retention and generating referrals. In fact, as a

service provider, client satisfaction is the key to your long-term success.

Incorporate an annual client satisfaction survey into your communications strategy. This will help you measure your

clients’ perceptions of your service, monitor their changing needs and create a systematic approach to asking for

referrals from your satisfied clients.

For financial professional use only. Not for distribution to the public.

Please check with your

broker/dealer before using

this sample letter and survey.

103403_SA_M4911SRV.1_r1.indd 2 2/12/12 3:12 PM

Maximize Your Contacts with Clients

The SunAmerica Client Engagement Program is easy to use. By spending just a few minutes on www.sunamericaemarketing.com and uploading your client list, you’ll be able to create a customized 26-touch calendar. These touches can be a springboard to deeper, more meaningful communications and stronger, more sustainable relationships with both your clients and their families. They can also help you improve client loyalty, retention and referral opportunities!

Please make sure you comply with your Broker Dealer compliance procedures for review and approval of client materials, presentations, events and promotional items.

Sample Touch Calendar

The SunAmerica

ClientEngagement

PROGRAM

For financial professional use only. Not to be used with the public.8

MONTH 1S M T W T F S

1 2 3 4 5 6

7 8 9 10 11 12 13

14 15 16 17 18 19 20

21 22 23 24 25 26 27

28 29 30 31

Investor Insights Monthly Email Series (12 times a year)

Mail Tax Facts Brochure

Kids & Finance Family Night


1 2 3

4 5 6 7 8 9 10

11 12 13 14 15 16 17

18 19 20 21 22 23 24

25 26 27 28 29 30 31

Mail Tax Reminder Postcard

Lunch & Learn on Retirement Income Planning

1st Quarter Portfolio Review


1 2 3

4 5 6 7 8 9 10

11 12 13 14 15 16 17

18 19 20 21 22 23 24

25 26 27 28

Mail Referral CardMail Anniversary Card


1 2 3 4

5 6 7 8 9 10 11

12 13 14 15 16 17 18

19 20 21 22 23 24 25

26 27 28 29 30 31

Lower Your Handicap, Lower Your Taxes Client Appreciation Event

Social Security Simple Seminar


1 2 3 4 5 6 7

8 9 10 11 12 13 14

15 16 17 18 19 20 21

22 23 24 25 26 27 28

29 30 31

2nd Quarter Portfolio Review Mail Beneficiary

Checkup Card


1

2 3 4 5 6 7 8

9 10 11 12 13 14 15

16 17 18 19 20 21 22

23/30 24 25 26 27 28 29

Mail Birthday Card

3rd Quarter Portfolio Review

Maximize Your Contacts with Clients

Contact Each Client At Least 26 Times a Year!

Automate Your Client Engagement Program Today

Please contact your SunAmerica wholesaler or

call 800-232-1230 for more information.


Client Satisfaction Surveys:Gather feedback, improve your service and build your business

Ideas that Build Loyalty

Date

Client NameClient AddressCity, State, Zip

Dear [insert client name]:As your financial advisor, my first priority is to provide you with personal service and financial advice that hopefully meets or exceeds your expectations.To help determine how well I’m doing in achieving these objectives, I’m asking all my top clients to please take 5-10 minutes and complete the enclosed survey.Thank you in advance for your assistance with this survey. Your feedback is very important and will help me provide even higher levels of service to you in the future.Please don’t hesitate to call me if you have any questions.

Sincerely,

[Insert your full name and title][Insert your BD name or DBA]

(Check with your home office for required disclosures)

Sample Letter Asking Clients to Participate in Satisfaction Survey

According to the Harvard Business Review, surveyed clients are three times more likely to open new accounts and add assets, while being 50% less likely to defect. They also may be more likely to provide quality referrals. And if for some reason clients are dissatisfied, you’ll know the areas you need to improve on.

Is there a gap between how you perceive your clients’ satisfaction and how your clients actually feel

about your service? When it comes to turning your clients into advocates, understanding how well you’re

performing in your clients’ eyes can go a long way toward assuring retention and generating referrals. In fact, as a

service provider, client satisfaction is the key to your long-term success. Incorporate an annual client satisfaction survey into your communications strategy. This will help you measure your

clients’ perceptions of your service, monitor their changing needs and create a systematic approach to asking for

referrals from your satisfied clients.

For financial professional use only. Not for distribution to the public.

Please check with your broker/dealer before using this sample letter and survey.

103403_SA_M4911SRV.1_r1.indd 2

2/12/12 3:12 PM


Enhance your client conversationsThe SunAmerica Retirement Re-Set Study revealed that the recession has heightened clients’ desire for more proactive communication.

■ The following questionnaire can help you deepen client conversations and better connect from a lifestyle perspective. Use this tool to help:

■ Start new conversations with clients and prospects

■ Build and strengthen client relationships

■ Deliver fresh messages on retirement

■ Gather more assets from a broad range of individuals and families

BusinessBuilder The SunAmerica Retirement Re-SetSM Study

Key Study Finding:Effective communication and listening skills now rank more important than achieving competitive returns.How well do the following best describe your ideal financial advisor?

Q.

77%

75%

72%

72%

Speaks in terms you can understand

Listens and understands what is important to you

Protects you from major risks

Is able to achieve competitive returns on your money

Client Loyalty Client Education Client Communication


1 2 3 4 5

6 7 8 9 10 11 12

13 14 15 16 17 18 19

20 21 22 23 24 25 26

27 28 29 30 31

Mail Birthday CardFine Wine & Finance Client Appreciation Event


1 2

3 4 5 6 7 8 9

10 11 12 13 14 15 16

17 18 19 20 21 22 23

24 25 26 27 28 29 30

Lunch & Learn on Estate Planning

Mail July 4th Greeting Card


1 2 3 4 5 6 7

8 9 10 11 12 13 14

15 16 17 18 19 20 21

22 23 24 25 26 27 28

29 30

Emotions Simple SeminarClient Satisfaction Survey


1 2 3

4 5 6 7 8 9 10

11 12 13 14 15 16 17

18 19 20 21 22 23 24

25 26 27 28 29 30

Mail Thanksgiving Card

4th Quarter Portfolio Review


1 2 3 4 5 6

7 8 9 10 11 12 13

14 15 16 17 18 19 20

21 22 23 24 25 26 27

28 29 30 31

Finance for Young Adults Family Night Mail Referral Card


1

2 3 4 5 6 7 8

9 10 11 12 13 14 15

16 17 18 19 20 21 22

23/30 24/31 25 26 27 28 29

Year-End Client Satisfaction Survey Mail Holiday Card

Market PerspectiveA monthly market commentary for today’s investors

• Global equity markets paused amidst economic soft patch

• Treasuries lead the bond markets rally• Slowdown in U.S. economic recovery• U.S. consumers still in the recovery forefront

January 2012 Insights

S5170BRO (3/12)

Funds are distributed by SunAmerica Capital Services, Inc.

Documents

PROGRAM - American International Group · engaged clients were contacted by financial advisors more than 24 times per year, while less engaged clients were touched only once.3 The