The BIG Event 2011: MAIA's Annual Convention and Trade Show
Massachusetts Association of Insurance Agents
Annual Convention & Trade Fair
November 8, 9, 10 & 11, 2012
Marriott Hotel, Copley Place, Boston, MA
Mobile App Downloads CEU Listing Ed Manual Downloads Who You'll See in Boston


ALL Sessions


Exhibit Hall
Licensing Program
Sales Track...NEW!!
Personal Lines
Commercial Lines
Personal & Commercial Lines
Personal & Career
Receptions/Food Functions


Thursday, Nov 8
Friday, Nov 9
Saturday, Nov 10
Sunday, Nov 11


2:00 pm - 3:00 pm
Sat 2:00 pm - 3:00 pm
Designing & Tracking Your Customer Experience
Speaker(s): Kelly Donahue-Piro

86% of people are willing to pay more for better service.  Knowing this your agency should have a ridiculously amazing customer experience which is your key to boosting retention, generating referrals and growing your business. Today’s direct writers have created an experience of cost savings, technology and efficiency. For many agencies the customer experience has been reactive -responding when a client needs something. To survive and thrive, modern agencies are investing in a strong customer experience that includes training, multiple touch points, proactivity and gratitude.

? Prospecting: You have to stand out from your competition and focus on why to do business with you. Your agency’s image in marketing materials, web presence and brand ambassadors (your team) all need to be presenting the right image!
? Sales Process: Your sales process must clearly outline why to do business with you other than price. Simple processes can lead to higher closing ratio, more policies per sale and better customer retention!
? New Client Onboarding: Once you sell a new client you need a defined customer experience to welcome them and maximize the opportunity.  Everything from cross selling, generating referrals and making sure their first experiences are over the top!
? Client Marketing Strategy: 94% of insurance marketing is spent on acquisition when we really should spend effort on retention and account development. We will discuss claims processes, holidays, renewals and inclement weather.

Kelly Donahue-Piro
Kelly is a game changer in the insurance industry. As the Founder and President of Agency Performance Partners and Co-Founder of the sister marketing company, Agency Appeal, she’s an in-demand speaker at regional and national insurance conferences and a social media and digital marketing trailblazer. In her years of consulting, marketing, training, and public speaking, she’s worked with more than 1,000 insurance agencies of all sizes, as well as with noted industry organizations throughout the U.S. and Canada, earning accolades like “insurance visionary,” “a total rock star” and “the real deal.” Kelly’s vision for her companies is to partner with independent insurance agencies to inspire and motivate their high-performance agency teams to become “Ridiculously Amazing.” She implements her strategy by relentlessly pursuing excellence in world-class sales, marketing, and service, aided by a hand-picked team of top-tier insurance consultants who work with agencies to identify and capitalize on opportunities for sustained improvement. Kelly is architect of the Agency Performance Partner’s Agency Assessment, a proprietary process for diagnosing agency growth challenges and untapped opportunities. The Agency Assessment provides a foundation for building an agency’s custom strategic growth plan. She has also created AppX Programs, a series of 6- to 12-month programs which deliver the consulting, training, coaching and benchmarking services designed to help agencies turbocharge marketing, sales, service, customer experience and retention. In addition, as a recognized champion of the importance of agency branding and establishing a strong digital footprint, Kelly helps agencies bring branding front and center with Agency Appeal’s customized agency brand guides. With this suite of services, tools, processes and procedures, Kelly and her team help agencies blaze a trail to the next level. This results-driven approach yields an aggregate agency profitability increase of 28%, premium growth of 42% and account rounding of 88%.

10 Objectives Every Successful Agency Practices
5 New Agency Challenges & How to Tackle Them
Ridiculously Amazing Sales Process

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Massachusetts Association of Insurance Agents  | 91 Cedar Street | Milford, MA 01757 |®