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Becoming a Digital Broker

Date post: 14-Apr-2017
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Becoming a Digital Broker Ph.Creative [email protected]
Transcript

Becoming a

Digital BrokerPh.Creative

[email protected]

What we’ll

cover

• Definition of a digital broker

• What people want from a digital broker

• How to become a digital broker

• What changes should you anticipate

• Digital transformation and ROI

What is a

Digital

Broker?

A person who generates leads online from

using customer data, creating content,

sharing expertise on social media and refining

this process to create the best possible

customer experience.

““

What we’ll

coverWhere are

we are

now?

Industry shifts are accelerating to digital

1. Insurance and paper forms – days/weeks

for a quote

2. Insurance and telephony – quote in

minutes

3. Insurance and digital – many quotes in

minutes, anytime, anywhere

Where do

we want to

be?

Digital Transformation

What do policy holders want?

What do they think of you?

How to you retain business?

How do you acquire new business?

How do we

get there?

1. Basic interactions - phone

2. Multi-channel - email/portals

3. Omni-channel - social media/content

4. Digital - connected devices/IoT

What do

people want

from a Digital

Broker?

Information on-demand

Highest levels of customer service

Ability to understand customer touch points

Customer

Experience

How to take advantage

of Digital?

Understanding your audience

Listen carefully!

Start with

a story

Brand

Values

Personas

Social Listening

What changes you

should anticipate?

More customers are online

Search volumes are increasing

Google are of the case

More customers are online

Search volumes are increasing

Google are of the case

Actions to improve CXUnderstand the customer journey

Map out the decision making process

Look at the performance of web pages

Actions to improve CX

Understand the customer journey

Map out the decision making process

Look at the performance of web pages

Wireframes

Digital

Transformation

& ROI

Understand your audience

Plan and understand conversions goals

Creating content

Putting this into practice

Proof that it works!

Right place,

Right time

The story so far… Setting a timeline

Metrics,

Measure &

ROI

Social Referrals

Social Conversions

Referral Traffic

Attributed Conversions

The Master Plan

Digital transformation

Connecting it all together

Case Studies Kingsbridge Insurance

UK Insurance

Marmalade

Next Steps

mark@ph-

creative.com

Social Audit

Persona Workshop

Social Media Strategy

Paid Advertising Campaign


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