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“Great Service” is Not Enough If I asked three Insurance Brokers what separates them from their competition, I’ll receive three answers: “Our Service,” “Our Service,” and “Our Service.” Insurance professional ALWAYS highlight their great service when promoting their business to a potential customer. Then comes the follow-up questions asked by every prospect: “What does that mean? How are you different from the last broker in my office?” The immediate response is launch into a show highlighting differentiation capabilities. Brokers point out their customer service reps, technology value adds, years of experience, culture of committed people and lastly, their references. The Referral It’s important to remember how an Insurance broker got into that prospect’s office—through prospecting. Referrals have always been the best way: the prospect has already heard good things about the broker’s business, so it’s a warm call and meeting. Receiving a referral from a client is the highest possible compliment a professional receives and the best footing one can start out with after the introduction. With the help of the Internet, customers are actually verifying the referral before they make the call. What they find can make or break that opportunity. The Disruption In a world where every new insurance distribution entrant wants to ‘disrupt’ the industry, the normal customer acquisition process has been turned upside down. Customers are searching for new providers to see what else is out there and find these new, internet-cultured entrants who know how to use search engines’ algorithms to maximize their exposure and ranking. The traditional brokerage firm rarely pops up in the rankings on the first, second or even fourth page. The Mortgage Industry has latched onto a leading and revolutionary new company that WOWs their customers with insanely effective and astonishing results. Over 115 of the largest Mortgage Lenders in the U.S. use a leading SaaS (software as a service) company, SocialSurvey as their enterprise software provider to capture their reps’ success through reviews and survey results. These results then populate sites like GoogleBusinessReviews, Facebook, Linkedin, Glassdoor and more. The customers of SocialSurvey have tangible results automated as each customer shares their experience. Those with a negative experience have their information immediately forwarded to the appropriate contact so the company can aggressively handle the issue and improve their chances of increasing their score. “SocialSurvey has been great for my business. I always say I want to get testimonials but seldom get around to it. This system is so easy, I have gotten more feedback recently using this product then I have in my entire 30 year career. Easy to use for the user and highly effective. Almost everyone I’ve sent a survey to has completed it with 5 stars and great comments, not to mention the hundreds of likes I get on my social media when it posts automatically! LOVE IT!” — Steve Christian / Area Sales Manager / 6 Degrees Company “At AFN, getting 5 star reviews is the easy part. The challenge is how to share these reviews across the Internet via social media in an organized and trackable fashion, with SEO links back to the individual LO and Branches. Thanks to SocialSurvey, the process is fully automatic. Even when our people are less engaged, it works on their behalf. We love the added compliance features and Customer Service workflows as well. Sharing our success is easy with SocialSurvey!” — Corey Trujillo / Vice President of Marketing / American Financial Network Net Promoter Scoring through Bain has become an industry standard and the de-facto metric for whether a company is providing their customers with an experience worth garnering a referral. With SocialSurvey, customers are seeing huge increases in NPS and in customer sales. Producers using SocialSurvey have experienced an average increase in their sales of 13%! Imagine your Brokerage’s chance for success when a prospect searches the Web, finds hundreds of positive reviews promoting your company and its people. And then, when the prospect searches for a competitor, they see nothing…or, a few negative reviews? Remember, an unhappy client’s review is more likely to post something damaging, and you currently have no way of managing that negative experience—whether it is true or not! I believe that, eventually, all of your competition will have SocialSurvey as a necessary part of marketing your brokerage, agency or insurance distribution company. The last time the Insurance Industry sat on the sidelines of automation, a new agency became the largest Benefits Agency in California in the blink of an eye. It took years for nimble cutting-edge competitors to catch up.