Q1 2013 Astonish Interdepartmental Webinar

Product & Technology Department

Today’s VPC release included these changes requested by customers: ‘Quick Edit’ on the Renewal Manager so you can make changes without opening the policy

‘Feedback’ button can now be closed

‘Repeat for each policy, regardless of year’ is available for any Campaign with Renewal Date Available o Option won’t be automatically checked on any of your existing Campaigns o To use this feature edit the Campaign. Open the Template. You’ll then see the checkbox option for

‘Repeat for each policy, regardless of year’. Check the box and then Update to save the change.

Jeanette Cole Director of Product Management

Search Engine Marketing

SEM Industry Data, 2013: • 1/3 of all search traffic comes from Pay-per-click • 84% of all US adults are online every day • SEM spending increased 19% in Q3 2012, continuing a trend of quarterly double-digit increases in PPC

funding • Google's dominant market share: 84% of all SEM searches are performed in Google

SEM Performance: • More clients are seeing the value of SEM

o ~100 client SEM campaigns (initial and premium clients) • Increased IMPACT and EFFICIENCY in Astonish SEM program

o 20% increase SEM client engagement o 66% increase in total leads delivered o 27% decrease in cost per lead acquired o Astonish SEM converts online visitors to leads 48% better than average

• 2012 Year-end o 26,000+ total leads (forms and calls) for our clients

Coming up in 2013: • Search partner integration with Kenshoo • More to come!

David Osowa

Director of SEM/Lead Acquisition

Search Engine Optimization

2012 was a year of big change for Google: • Overall goal is still to send the best result • Panda and penguin: punishing companies that try to game the system • Rise of customized search results • Rise of local • Increase of ”not provided”

Last quarter/year Astonish: • Local • De-emphasized traditional link building • PR/Directories • Articles • Content, content, content

What’s coming? • New reporting • SEO 101 course

Dino Cattaneo

Digital Marketing Officer

Content

Writers are using keyword research to create compelling, relevant content for agencies

Digging deeper into website analytics to create better blogging strategies that drive traffic

Using analytics to help guide blogging topics and testing strategies to find out what works – which we will then roll out to YOU!

NEW training documents, videos, resources to help you implement strategies that get results for agencies

Continuing improvement in the quality & effectiveness of content written for your agency

Here are the resources you can use now to help you start blogging regularly:

Blogging Toolkit

How to Find Compelling Blog Topics

Essentials of Writing an Effective Blog Post

Blogging Basics Certification

Insurance Marketing HQ

Insurance Blogger

Natalie Tomasso

Content & Blogging Manager

Social Media

Overview of the last quarter:

• Entirely New Social Media Guides o Located on the HelpDesk

• Facebook Certification Course o On the Astonish University

• Social Tips of the Month o Within the client newsletter and on the Insurance Blogger

• Social Media Quarter o Webinars recorded on the HelpDesk

Monthly Webinars on Social Media: Second Wednesday of each month!

o January: Google Analytics and Social Analytics (See recorded version here) o February: Social Media for your Agency in 2013 o March: Utilizing Google Plus for Social & Search

Increased social media interaction among clients: • Social Media Coalition (Want to join? Email here!) • Shared information of bloggers/social engineers

More client social media tools: • Suggested updates / Social Media Calendar Examples • Updated strategies • Step by Step Guides and Timelines

Advanced Strategy Testing Opportunities: • Social Media Advertising $$ • Social Bookmarking

Astonish University Courses: • Twitter Basics • LinkedIn Profile and Company Page • Google Plus Basics • YouTube Basics

Alicia Collins

Social Media Manager

Astonish Coaching

NEW Astonish Onsite Launch Training: Virtual Assessment Onsite VPC Training Group & Desk to Desk Training

Effective Scripts

Agency Workflow

Sales & Service Training

People and Process

Astonish Onsite Premium Training:

World-Class Sales Culture

Leadership Training

Advanced Tools and Technology

Defining Core Growth Metrics

Employee Evaluation

CSR/Producer Training

Handling Objections

Role-Playing

And Much More…

Astonish Virtual Premium Training:

Virtual Sales Management

Advanced Tools and Technology

CSR/Producer Sales Training

Jonathan Monterecy

General Manager

Managing by the Metrics

Effective Talk Tracks and Scripts

Evaluate Recorded Phones Calls

Creating Agency Goals

And Much More…

Astonish Virtual VPC Training:

Introduction to VPC

Basic VPC Functionality

Advanced VPC Training

Understanding Lead Activity

Changing Statuses

Gathering Email Addresses

VPC Q&A

Integrate daily VPC Usage into Sales & Service Scenarios

Astonish University Certifications:

VPC (Basic & Silver)

Lead Assignment Engine

Sales Certification: CSR

Sales Certification: Mgt.

Local 2.0 Certification

Blogging Basics

Facebook Basics

Internet Lead Certification

More to Come…

Astonish Help Desk:

Best Practice Documents- Marketing, Sales, Service, etc.

MMC videos and other videos

User Guides: Social Media, Blogging, and Email Marketing o VPC release Notes o Submit Tickets Through Help Desk o Recorded Webinars o And Much More…

*Take Advantage of the Help Desk!

Raving Fan Manager

Last Quarter’s Resources:

Astonish Help Desk

Astonish University

Monday Morning Videos (New! You don’t have to log into the VPC to watch the video!)

Astonish Monthly Newsletter (New! You don’t have to log into the VPC view the newsletter)

Quarterly Theme of Email Marketing

o Webinar: How to Build A Great Email Template

o Webinar: How to Maximize Your Email Marketing Strategy

Q1 2013 Plan:

Email Marketing Case Study

o Looking for 5 Clients to Participate in an email marketing case study

o There will be requirements to participate

o You will meet bi-weekly with an RFM and 4 other Astonish clients

o Astonish will structure email templates, database segmentation and sales process for your agency

to follow and monitor the results

o A case study will be written highlighting your agency’s results

o Email Jennifer Nottage if you would like to be considered: jnottage@astonish.com

Socially Connect To Astonish

o Your Raving Fan Manager

o Astonish

Kelly Donahue-Piro

VP of Raving Fan Management

Kelly Donahue-Piro

o Click on any of the social icons next to my photo to connect!

Q1 2013 Client Theme: Creating Your Agency’s Sales Strategy

Agencies who participate should have the following skills at the end of Q1-2013:

Ability to set and track effective sales goals

CSR’s should be proficient in round-out, cross-sell, and up-sell strategies

Use the VPC daily to track all sales opportunities

Ability to leverage effective sales scripts

Understand the difference between an Internet opportunity and a traditional opportunity and adjust your sales

process accordingly (this includes good vs. bad lead analysis)

Document and execute sales follow-up strategies

Ability to run an effective sales meeting

Continuous training program to build an effective sales culture

Wednesday Client Sales Tip Video Every Wednesday, Astonish will release a client produced video through a social media channel. Each video will showcase 1 sales tip. To watch these videos, please make sure you’re connected to Astonish’s social media channels!

https://www.facebook.com/AstonishResultsRavingFans

http://www.twitter.com/astonishresults

http://www.linkedin.com/company/astonish

Astonish University

Date Management Course CSR/Sales Course

12/31/2012 How to set effective sales goals Understanding Your Role- Agency Growth

1/7/2013 How to roll out your sales goals (Metrics, Tracking Contests) Understand your personal goals

1/14/2013 How to use the VPC to track sales How the VPC Helps You Serve New Business

1/21/2013 How to hold an effectives sales meeting Understand the modern consumer's behavior

1/28/2013 How to hold your team accountable via a sales process Selling your value

2/4/2013 No such thing as a “no-sale” call Making every opportunity valid

2/11/2013 How to listen to phone calls effectively Response time

2/18/2013 Turning a service mentality into sales-centric mindset Ask the right questions

2/25/2013 How to handle staff push back and or excuses Following Up

3/4/2013 How to coach, fire and hire sales people Round Out/Cross Selling

3/11/2013 Round Robin, Internet Manager or MCC Up sell/Referrals

3/18/2013 What to do if you fall short of your goals/How to celebrate success?

Using Renewals as a Source of Sales

3/25/2013 How to role-play with your staff/best closing techniques Overcoming objections

Webinars: Please see the webinar calendar in the Newsletter and the Monday Morning Coffee emails. The webinars below are in relation to the quarterly theme:

Date Webinar Level Topic

1/2/13 @ 2pm EST Management Setting Effective Sales Goals With Kelly Donahue Piro

1/16/13 @ 2pm EST CSR/Sales Service is Selling With Jonathan Monterecy & Kelly Donahue Piro

2/6/13 @ 2pm EST Management Creating and Managing Your Sales Process with Kelly Donahue Piro

2/20/13 @ 2pm EST CSR/Sales Phone Sales Skills with Jonathan Monterecy & Kelly Donahue Piro

3/6/13 @ 2pm EST Management Motivating and Coaching Your Sales Team with Kelly Donahue Piro

3/20/13 @ 2pm EST CSR/Sales Overcoming Common Insurance Sales Objections with Jonathan Monterecy & Kelly Donahue Piro

Sales Call Review Challenge

Starting in February 1st - February 28th clients can send a sample phone call to callreview@astonish.com for a

complimentary review of 1 call per agency. The following Astonish team members will be reviewing calls:

Adam DeGraide

Timothy Sawyer

Jonathan Monterecy

Kelly Donahue Piro

Steve Lewis

Scott Roberts

Tony Scarnechia

And more!

You can send in any type of call (service, sales or other)! Your reviewer will send you a personal email with a

critique of the high points and low points of the call as well as review your use of the VPC to update the call

information. Two agencies will be selected at random to receive one of the following:

Complimentary Hour of Virtual training

Complimentary Week review of calls and VPC usage

Web Design & Development

• Our web department is committed to building an intelligent framework that will power dynamic, high converting websites

• Continuing to support print and logo work will prevent us from maintaining our focus • We are also not setup to be a print shop • In the future, all print and logo work will be charged at a premium rate that gives us the ability to

manage Print Professionals without the distraction of actually doing the work • In effort to continue our focus on improving our system and your business, we need your help • We need to manage your DNS for your primary domain • This will allow us to make global updates to everyone’s site • Prevent any sites from getting “left behind” • If we don’t maintain management of your DNS, your VIO / site may go DOWN

o http://www.astonish.com/dns-credentials

Jesse Friedman

Director of Web Interface & Development