greg gray's it's all about the customer experience seminar overview
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IT’S ALL ABOUT THE CUSTOMER EXPERIENCE © 2014 RENAISSANCE UNLIMITED, INC.
THERE’S SOMETHING NEW FROM GREG GRAY...
SEMINAR OVERVIEW
IT’S ALL ABOUT THE
CUSTOMER EXPERIENCE
EVERYTHING ELSE IS HOW YOU KEEP SCORE
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Greg GrayPRESENTER
AGENCY EXPERIENCE SCORES PORTFOLIO GROWTH
ALLSTATE FINANCIAL PRODUCTION PROFITABILITY
RETENTION HOUSEHOLD BUNDLING REFERRALS
SEMINAR OVERVIEW
CEO, RENAISSANCE UNLIMITED, INC.
Greg GrayWHO is this guy and WHAT does he know
about Allstate?
GREG HAS DONE WORK IN 13 ALLSTATE REGIONS
IT’S ALL ABOUT THE CUSTOMER EXPERIENCE © 2014 RENAISSANCE UNLIMITED, INC.
WITH THOUSANDS OF “ALLSTATERS" IN 42 STATES
IT’S ALL ABOUT THE CUSTOMER EXPERIENCE © 2014 RENAISSANCE UNLIMITED, INC.
NOW HE’S DEVELOPED 2 NEW SEMINARS FOR ALLSTATE AGENCY OWNERS AND FOR AGENCY STAFF
IT’S ALL ABOUT THE CUSTOMER EXPERIENCE © 2014 RENAISSANCE UNLIMITED, INC.
WHAT’S IN IT?
THE AGENT SEMINAR INCLUDESWhat Makes Loyal Customers Defect
Why your staff isn’t doing what you want them to do !and what you can do about it
Understanding exactly how an !Agency Experience Score is calculated and how you can affect it
Turning 7s and 8s into 9s and 10s - Lagniappe
Turning 7s and 8s into 9s and 10s - The 93% Rule
Delivering Employee Feedback that Works !in 2 minutes or less
Getting to a WOW level of Customer Experience
AGENTSSEMINARFULL DAY7 - 8 HRS
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THE STAFF SEMINAR INCLUDES
What Makes Loyal Customers Defect
Understanding exactly how an !Agency Experience Score is calculated and how you can affect it
Turning 7s and 8s into 9s and 10s - Lagniappe
Turning 7s and 8s into 9s and 10s - The 93% Rule
Getting to a WOW level of Customer Experience
STAFFSEMINARHALF DAY3.5 - 4 HRS
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WHAT’S IN IT?
ISN’T THIS THE SAME AS GREG’S PRESENTATION AT NATIONAL FORUM?
AND THE FORUM PRESENTATION ONLY COVERED
What Makes Loyal Customers Defect
Why your staff isn’t doing what you want them to do !and what you can do about it
Understanding exactly how an !Agency Experience Score is calculated and how you can affect it
Turning 7s and 8s into 9s and 10s - Lagniappe
Turning 7s and 8s into 9s and 10s - The 93% Rule
Delivering Employee Feedback that Works !in 2 minutes or less
Getting to a WOW level of Customer Experience
THE FORUMPRESENTATION
lasted only
90 minutes
NO!
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TAKEAWAYS?
AGENTSEMINAR
SEMINARWORKBOOK
SIGNEDCOPY
OF GREG’SBOOK
STRESS-BALLSEMINAR
DESKTOP REMINDER
1 2 3 4 5 6 7 8 9 10
PDFs OFSTAFF MANAGEMENT
TOOLS
IT’S ALL ABOUT THE CUSTOMER EXPERIENCE © 2014 RENAISSANCE UNLIMITED, INC.
TAKEAWAYS?
STAFFSEMINAR
SEMINARWORKBOOK
STRESS-BALLSEMINAR
DESKTOP REMINDER
1 2 3 4 5 6 7 8 9 10
IT’S ALL ABOUT THE CUSTOMER EXPERIENCE © 2014 RENAISSANCE UNLIMITED, INC.
AGENTSEMINAR
1 2 3 4 5 6 7 8 9 10
STAFFSEMINAR
Register today!Register today!IT’S ALL ABOUT THE CUSTOMER EXPERIENCE © 2014 RENAISSANCE UNLIMITED, INC.