1. Helping Agents Grow Based on Customer Insights
Field Sales Resource Center
JD Powers Customer Insights
Version 1.2 (July 2007)

2. Helping Agents Sell Based on Customer Insights
According to JD Power and proprietary market research, customers want:
Excellent Service
Proactive Contact
Coverage Counseling
An understanding of what they have & should consider
Value!
Agents have the power to differentiate themselves through:
Proactive Contact (Using Travelers Tools)
Proactive Annual Coverage Reviews (Using Travelers Tools)
De-mystify Insurance (Using Travelers Tools)
Personal Relationships

3. Price is Important, But Excellent Service Is Key In the absence of value customers will shop for price!
Source: J.D. Power and Associates 2006 Insurance Study

4. Customers Want Good Service Agents Deliver It .......
% of Customers Contacting Insurer
Overall Interaction Index
**Key Performance Indicator
# of Contacts Made to Resolve Issue

5. Proactive Agent Contact Drives Customer Satisfaction When you don’t interact satisfaction & value over time will suffer!
(Auto Policy Review)
% of Total Respondents
Index Scores
How to address Outserve?
**Key Performance Indicator

6. Customer Satisfaction Drives Business Results More likely to Recommend, Renew, & Remain Loyal
According to this JDPower study, customer satisfaction drives business results… it has a bottom line impact….
JD Power takes the top carriers (anyone with over 1% share) surveys 500 of their customers, asking them questions to ultimately prescribe a satisfaction index to each carrier based on five components. 2/3 mail and 1/3 internet, Spring each year, incented $2-5 as part of a panel. They then cross tab the satisfaction index to consumers propensity to renew, switch carriers and recommend to others.
So, I bucketed the carriers into three tiers High Satisfaction, Medium Satisfaction, and Lower satisfaction relative to the average score.
High satisfaction carriers enjoy an advantage
across all of these measurements.
Source: J.D. Power and Associates 2006 Insurance Study

7. Customers Want Coverage Counseling
Customer Coverage Counseling Can Even Mitigate Price Increases!
% of Total Customers
Index Scores
Premium Change in the Last 12 Mths
**Key Performance Indicator

8. Customer Coverage Counseling -- Builds Loyalty
Customers Consulted Stay With Your Agency!
Travelers Lost Customer Survey Feb 2007

9. In The Absence of Value, Customers Will Shop For Price Agent Interaction & Relationship Building Creates Value, Loyalty & Satisfaction!
% of Shoppers
Overall CSI 1 2 3
1”Serial Shoppers” shopped in the past 12 months and intended on shopping again
2”Recent Shoppers” shopped in the past 12 months but do not intend on shopping again
3”Non-Recent Shoppers” shopped more than 12 months ago

10. Travelers Provides Agent Growth Tools (Customers Want Proactive Contact, Coverage Counseling, and Value)
Recommended Tools:
One2One Retention – Proactive Timed Customer Contacts
One2One Rounding – Coverage Counseling
One2One Specialized Mailings – Relationship & Value Building Communications

11. Proactive Value Building Customer Contacts
The One2One Retention Program
Proactive Value Building Customer Contacts
Strategically Timed Communication
Brand Promise Welcome Kit
Re-affirms Purchase Decision
Share of Customer Building
Relationship Forming Questionnaire
2-way Dialogue
Potential Sales Opportunity
Mitigate Unhappy Customers
Value Added Postcards
Thoughtful Driven Contacts
Pre-Renewal Consultation
Evaluate Needs
“Sales” Opportunity

12. Value Building Coverage Counseling
The One2One Rounding Program
Value Building Coverage Counseling
Maximizing Relationships Through Communication
Account Rounding Coverage Counseling
Provides Value To Customers
Auto To Home Savings
Home To Auto Savings
Provides Best Coverage Counseling
For Non-Travelers As Well
Offers Electronic Communication
Customer Preferred Contact
De-Mystify Insurance
Customer Friendly Communications

13. Relationship Building Coverage Counseling Communications
The One2One Specialized Mailing Program
Relationship Building Coverage Counseling Communications
Customer Specific Revenue Generating Mailings:
Meet The Unique Needs of Customers
Boat Insurance
Flood Insurance
Valuable Items Coverage
Umbrella Coverage