Date post: | 14-Apr-2017 |
Category: |
Marketing |
Upload: | mark-russell |
View: | 207 times |
Download: | 0 times |
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
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
Digital
Transformation
& ROI
Understand your audience
Plan and understand conversions goals
Creating content
Putting this into practice
Proof that it works!
Next Steps
mark@ph-
creative.com
Social Audit
Persona Workshop
Social Media Strategy
Paid Advertising Campaign