ID 20 WINNERS — Q & A
ID 20 winners from page 16
Maintaining human connection
Joann Mattson : We must be aware that the drive to build and maintain a digital experience leaves us vulnerable to dehumanizing our customer relationships . While there will always be customers who both want and need to connect with a live person for help , we should not assume the rest are simply autonomous entities – pointing , clicking and expecting results with no need for interaction . Every aspect of the customer experience should be both personalized and humanized to form that vital connection between company and customer that will provide the basis for a long , loyal , and mutually beneficial relationship .
Bill Kauffman : With the pandemic limiting in-person interactions , one of the biggest challenges for advisors and agents heading into 2021 will continue to be how to get in front of prospects and clients to help them with their retirement and financial plans . COVID-19 has forced those who weren ’ t using technology to either adapt or suffer significant declines in business .
For support organizations like Senior Market Sales ® ( SMS ), the opportunity within this challenge is solving these problems for both the financial professional and the consumer . Many of our producers already were selling by phone and using our technology to submit applications and complete sales online . But for those who were not , they were able to quickly pivot using SMS technology and today ’ s video conferencing capabilities to connect with clients and even prospects . For example , we quickly pivoted our client acquisition program to a virtual format , so that agents and advisors who were using in-person educational workshops on topics like Social Security and Medicare could transition to video conference workshops or one-on-one virtual appointments . This has been hugely successful for both the professional and the consumer .
Ann Landers once said , “ Opportunities are usually disguised as hard work , so most people don ’ t recognize them ”
Sheryl Hickerson
We must be aware that the drive to build and maintain a digital experience leaves us vulnerable to dehumanizing our customer relationships .
Joann Mattson
No time like the present
Rob Carney : As we settle into the “ new normal ” and customers work through their plans , they are increasingly recognizing the needs for the products we offer to solve their protection / retirement needs for their families / businesses . The time to get our message out is now !
Joann Mattson : We know that COVID-19 is raising consumer awareness about the need for life insurance and other financial products to protect themselves in case of loss . Candidly , consumers are beginning to face reality when it comes to their life , health , and financial needs . Mortality is staring them straight in the face , and they are beginning to act in a big way . The insurance industry has to be there to satisfy the need . Doug Massey : Well , 2021 is a bit unprecedented , but I believe the biggest opportunity we have is to seize the moment and embrace an opportunity to streamline our business . The pandemic has forced everyone to make changes and adjustments that we have put off for years . I think we have a huge opportunity to shift the processes , tools , and methods for how we do business to make it easier to sell , easier to buy , and easier to service than ever before .
Dan Allison : Technology should significantly change the way we distribute products . Commodity and price based products may no longer require the “ middle firm ” to distribute and technology should provide a platform to efficiently get solutions to clients . This presents a challenge as it requires many of us to rethink our value to the advisors and their clients . It also presents an enormous opportunity for those who get ahead of it and are the innovators of the technology . Not only can the creators of the tech be ahead of the game for distribution but they can monetize their tech and diversify how they receive revenue .
{
Pam Sheehan Senior Director , NAILBA ID Media Network PSheehan @ nailba . org
18 Perspectives Q1 2021