Haters Gonna HateThe Online & Mobile Insurance Challenge

DISCLAIMER KITTEN

Michelle McManusMichelle@TheFaintingGoatFarm.com

Bayard SaundersBayard@TheFaintingGoatFarm.com

Lots of Hate

Traditional Hate

Why Bother

The consumer is in control.Conversations will happen with or without you.

Driving Purchase Decisions§About 60 million Americans say the internet has played an important or crucial role in helping them deal with at least one major life decision in the past two years.

§The number of Americans relying on the internet for major life decisions has increased by one-third since 2002.

§Making a major investment or financial decision*: About 16 million said the internet had played a crucial or important role in this.

Get it together

● Check your policies● Form your teams● Train your staff● Select your channels

Get it together (Continued)

● Select the right tools● Set up your listening program● Empower your staff● Connect multiple channels● Prioritize ● Automate

Get it together (Continued)

● Meet customer expectations● Don’t be a stalker● Gain customer insights

Michelle McManusMichelle@TheFaintingGoatFarm.com

Bayard SaundersBayard@TheFaintingGoatFarm.com