Total Customer Centricity 

Module 1

Customer At The Heart Of Your Business

Module 1 - Customer-Driven Mindset & Service Standards

Life insurance business is about the continuity of life, securing families’ futures, and protecting children’s dreams. Taking center stage of all these is the customer - the customer’s interest, the customer’s peace of mind, and the customer’s trust in the agent’s recommendations. All these are not simply communicated in what is com-municated in sales and marketing, but what is experienced by the customer along all the touch points.

This Customer Centricity training programme is designed to bring about a positive and impactful customer experience through the customer’s journey. From before the appointment, to the appointment, to closing and post-sale, there are customer ser-vice strategies an agent could employ to deliver a personal and positive customer experience for his client.

In this module, you will discover:

  • Module 1 - Customer-Driven Mindset & Service Standards

  • Current and developing environment and market conditions
  - Expectations and digital consumption habits of Gen Y and Z
  - Business trends and adoption of digital, AI and data technologies
  - How the insurance industry and customers’ buying habits have evolved

  • Why Customer-Driven Focus?
  - Increase client retention, loyalty and repurchase through enhanced cus-tomer experience and relationship
  - Increase efficiency of new customer acquisition and existing client man-agement

  • Customer-driven touchpoints to enhance customer experience (Sales Cycle)
  - From online to offline, the multiple touchpoints a customer has with you
  - Designing and delivering a premier CDS experience at every touchpoint

  • Premier Customer-Driven Service (Premier CDS):
  -The Stages of Customer-driven Service Framework

  • Stage 1: Customer knows you
  - Getting cold market to know you
  - Nurturing people who know you to know your brand and USP

  • Stage 2: Customer likes you
  - Open to conversation, engages in quality conversations
  - Starts business with you, takes up the first policy through you

  • Stage 3: Customer trusts you
  - Takes your professional advice to expand financial portfolio
  - Comes back to repurchase, passive referrer, loyal customer

  • Stage 4: Customer loves you
  - You are at his top of mind
  - Becomes your advocate & COI, referring you to his network

Lessons in This Course
12 lessons (1h 6m)

Jensen Siaw

Chief ​Motivator & Executive Producer

Jensen is a Performance Coach & Sales Motivational Speaker who has spoken to over 250,000 live audience across Asia. Known as a master motivator in the life insurance industry, he has coached MDRT/COT/TOT qualifiers and leaders of Multi-Million Dollar Agencies. His clientele includes AIA, Allianz, Aviva, AXA, Prudential, Tokio Marine, Manulife, Zurich, Great Eastern, NTUC Income, bancassurance partners and other insurers in the region.

Jensen is also the Chief Motivator & CEO at Jensen Siaw International (JSI). JSI is engaged every year by insurance companies to run recruitment seminars, university recruitment programmes, leads generations platforms, and sales breakthrough boot camps. With his live hosting and broadcasting experience, Jensen kickstarted JSI's online events and webinar production capabilities to help insurers and agents thrive above the Coronavirus pandemic. Since COVID-19 hit our shores, Jensen has produced and hosted numerous online motivational talk shows and webinars, reaching over 80,000 virtual audience across Asia.

Recognised for his work in Asia’s life insurance industry, Jensen was invited onto the judging panel for Asia Trusted Life Agents and Advisers Awards 2018 to 2020, serving alongside the suite of CEOs and CDOs of various insurers in the region.

In his efforts to reach and empower more people beyond his keynotes and seminars, Effectively bilingual, Jensen has spoken and appeared on numerous media shows on 938Live, YES933, Capital958, Love972, UFM1003, BFM89.9, Channel U, Channel 8, The Straits Times, and The Business Times. He has also authored 2 books: “Change Your Inner Cards, Win The Outer Game” and “7 Days to a New Goal”.

  • Master Trainer of Breakthrough Boot Camp for MDRT Aspirants (2014 - 2019)
  • Closing keynote speaker at MDRT Day Singapore 2019
  • Host for first ever virtual MDRT Day Singapore 2020
  • Executive Producer & Host for MDRT Day Singapore 2021
  • Producer of webinars & online events for life insurance companies
  • Virtual Motivational Speaker & Host for online learning conferences