Total Customer Centricity 

Module 3

Customer At The Heart Of Your Business

Module 3 – CDS Stage 3 & 4 Strategies

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:

Nurturing prospects at stage 3 & 4 (Getting people to trust and endorse you)
  - Stage 3: Customer trusts you
  - Stage 4: Customer loves you

• Appointments
  - What to prepare to make a good first impression and gain trust during the first and subsequent appointments
  - Presenting solutions - Product features vs product benefits vs client benefits

• Client experience categorization (strategies and customer servicing system for different categories of clients)
  - A: HNW / multiple cases + referrals / COI
  - B: Middle/multiple cases
  - C: Mass / 1 case
  Your Ideal client profile categorization

• Regular touchpoints with clients and their inner circle. Put in place a customer servicing system (reminders and processes)
  - Client engagement
  - Financial planning review (gaps & performance of portfolio)
  - Servicing - renewals, claims & maturity
  - Regular updates on financial and investment developments
  - produce content targeted at specific demographics (i.e. young professionals, young families, business owners, retirees etc)

  - Client appreciation
  - Individualised appreciation on special personal occasions and mile stones
  - Group-based appreciation (e.g. event prep, invitation, execution, fol low-up)

• Building COIs
  - Customers endorsing you and opening their network to you
  - How to get customers to refer more easily
  - Understanding why customers love you but do not refer well
  - Giving them the resources to refer you
  - Being accountable to COIs

Lessons in This Course
15 lessons (1h 56m)

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

Chris Leong

Co-Founder, Learnaply

Chris has been in the financial services industry for 18 years, as a financial advisor, as well as holding various key roles in management office throughout his career. Earlier in his career as a financial adviser, he achieved top sales production in his 2nd year within the branch and consistently ranked top 10 financial advisor status.

In his management career, Chris headed the new advisor training segment, leading a team of trainers to revamp and train sales programme, products, regulatory requirements and internship programme. His role in agency and sales management saw him created and helmed an agency
wide sales/digital initiative which contributed directly to 20% of the entire agency production over 2 consecutive years, while managing 15 advisors under his care. His experience in financial services business also involved engagements in multiple key projects in digital transformation, product
strategies and regional incentive programmes. His contribution saw him awarded divisional excellence award and recognised as a high preforming individual.

Chris co-founded LearnAply, an online learning and development platform that provides video-ondemand & live courses/events dedicated to helping insurance advisers and agency leaders in Asia run thriving financial advisory practices.