EMC Brochure 2012

Winning the Battle for Insurance Business

October 30-31, 2012 Wyndham Gettysburg Gettysburg, PA Register at iabgroup.com/EMC2012.

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sponsors EMC 2012 is made possible through the generous support of our sponsors.

Please visit their booths to learn more about their products and services.

Benefactors:

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Tuesday, October 30 Branding Battle Plan: Defend the High Ground

DAY ONE

Just as the smaller forces of the Union army seized and held the high ground around Gettysburg, independent agencies can develop and defend a favorable position in the insurance marketplace. The key is an effective branding battle plan.

1:00 - 4:30 PM

4:30 - 6:00 p.m.

Developing, Marketing and Living Your Agency Brand

Steel Horse Power Hour

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Build a brand that engages your clients, intrigues your prospects and inspires your troops. Fortune 500 companies make it look easy. But what if you’re an army of five?

You must build a brand that communicates your unique qualities and makes you the agent of choice. Insurance industry expert Robert Allan Paul will show you how to use the same marketing principles as large companies to build your brand and achieve your goals.

Actionable information will immediately help you: • understand key branding concepts • develop your brand vision and define your brand values • establish a brand statement—articulating your vision, values and attributes • create a brand strategy with key action steps and media tactics • deliver on your brand promise (i.e. live your brand)

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This welcome and networking reception is your best opportunity to visit with our generous sponsors and thank them for their support of EMC while learning about their products and services. This event will feature a special guest — the new Trusted Choice® Chopper for Charity.

Commissioned by IIABA (the Big “I”) and built by Orange County Choppers, this custom motorcycle is touring the country to raise awareness of Trusted Choice agents and money for the Make-A-Wish Foundation®.

See this chopper built in the Sept. 17 episode of American Chopper on the Discovery channel.

6:00 - 9:00 p.m.

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A Night at the Museum

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We’ve arranged exclusive evening access to the Gettysburg Museum & Visitor Center.

EMC attendees and guests will enjoy a private screening of the short film A New Birth of Freedom, a walk through the restored Gettysburg Cyclorama and entry to all exhibit galleries. Enjoy the museum without the usual congestion of tourists.

A dessert and coffee bar will be included.

Transportation provided.

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Your admission to the museum reception is included with your EMC registration fee.

We also encourage you to invite guests to this event. Guest admission pricing: Shum

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Adults: $40 Students (15 and under): $25

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Wednesday, October 31 Without Operational Excellence You’re Fighting an Uphill Battle General Lee’s plans were ambitious, but ended in disaster at Gettysburg. Your success will depend on smart business decisions and the ability to motivate your forces to execute your mission.

These following breakout sessions allow you to customize your EMC experience.

Agency Valuations—What You Really Need to Know Chris Burand, President & Owner, Burand & Associates, LLC

24/7 Service—Is Your Agency Ready to Deliver in Real Time Steve Anderson, President, The Anderson Network Inc.

Buying or selling an agency now or in the future? This session will help you understand the importance of doing agency valuations the right way. You’ll learn key factors to consider, including:

Technology continues to change the customer service landscape.

Agencies must provide traditional customer service while integrating new technology, including social media and mobile communication. Learn about modern customer service strategies that include:

• • • • •

• distinctive value that builds long-term relationships • voice-of-the-customer strategies • unified communications • social media support • a vibrant Internet presence • mobile integration –––––––––––––––––––––––––––––––––––––––––––––––––––

why due diligence is critical what deal structure is best for you why price may have to vary depending on who the buyer is laws and regs stipulating which valuation method must be used why balance sheets matter and why “multiple of” factors miss the point ––––––––––––––––––––––––––––––––––––––––––––––––

Agency Agreements–Knowing What You’re Signing

Social Media— What’s Working Best Today

Jason Ernest, Esq., VP Advocacy, General Counsel, IA&B

Steve Anderson, President, The Anderson Network Inc.

Claire Pantaloni, CIC, CISR Industry Affairs Director, IA&B

You’ve heard that agencies need to “get in the social media game” to connect with prospects and clients. But after all the buzz, is it really working? Now hear real-world examples of what is and isn’t working and learn answers to questions, like: • What are successful agencies doing?

• How do you measure your success?

• Is it really worth the time and effort?

• How do I manage a balanced marketing approach?

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Fundamentals of managing performance

Agency agreements are full of legalese and often make little sense to the untrained eye. Frustrated agents may even sign a contract without knowing what’s in it. Gain a greater understanding of agreements and tools designed to protect your agency. You’ll learn: • common provisions covered • what should and shouldn’t be included • what you need to be cautious of • examples of how companies ask for too much –––––––––––––––––––––––––––––––––––––––––––––––––––

Creating a Sales Culture Maureen Gallagher, Michigan Managing Director, Neace Lukens

Chester Mosteller, Founder & President, Mosteller & Associates Jeff Gerhart, Senior Associate, Mosteller & Associates Are you honest and fair with annual appraisals? Can you motivate challenged employees? This session will cover fundamentals of managing staff performance while dipping into hiring and compensation best practices. Gain a better understanding of: • performance appraisal systems • what’s the best criteria—behavior, traits or outcomes • keeping or letting go of marginal performers • sourcing & recruiting strategies • compensation strategies • Fair Labor Standards Act ––––––––––––––––––––––––––––––––––––––––––––––––

In a sales culture, staff is actively engaged in practicing and promoting what the agency does best. Create a culture in which all sales challenges—prospecting, overcoming objections, manipulation, sales pressure, pitching, hard selling, tension, and stress—are positively managed. Focus on: • creating & recognizing differentiators for your agency • understanding what it really takes to be a peak producer • establishing expectations for excellence in the sales process • training that develops necessary skills, abilities and confidence • marketing strategies and the principles of persuasion • mentoring and coaching ––––––––––––––––––––––––––––––––––––––––––––––––

CSRs—Making the Cross-Selling Connection

The Cost of a Sale and Producer Compensation Chris Burand, President & Owner, Burand & Associates, LLC Agencies achieve higher profits by tailoring their producer compensation to their specific situations. This session revisits traditional compensation plans and helps you envision a new system that’s designed to meet your agency’s unique needs.

Gain a better understanding of: • • • •

your agency’s real cost of sales points at which producers pay for themselves the importance of focusing on profitable accounts tailored plans that consider account size, required staff services, and agency goals

DAY two

8:00 A.M. - 5:00 p.m. (For session times see page 2.)

Maureen Gallagher, Michigan Managing Director, Neace Lukens Are your CSRs cross-selling? Do they see themselves as only problem solvers, not sales reps? Are they missing the connection between solutions and sales? Train and motivate CSRs to embrace cross-selling as customer service and profit making opportunities. Learn how to: • • • • •

assess ability to up sell and deliver quality service create cross-sell strategies when customers aren’t interested develop the habit of integrating sales into every appropriate call help CSRs master time management to juggle multiple priorities master call transitioning–addressing immediate needs, then seizing sales • reward and recognize CSRs for cross-selling efforts

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Steve Anderson

President, The Anderson Network Inc.

COnference speakers

One of the industry's top technology speakers and consultants, Anderson offers training and guidance to independent agencies to maximize productivity and profit using technology.

An independent agent for 30 years, his knowledge of internal operations, marketing and sales management gives him key insights. A prolific writer who can translate “geek speak,” Anderson is on the editorial staff of Rough Notes with his column, “Agency Marketing Technology.” He is Dean of the School of Technology for IIABA’s Virtual University and a member of the national faculty for the Society of Certified Insurance Counselors.

Chris Burand President & Owner, Burand & Associates, LLC

A leading consultant for agency valuations, producer compensation, E&O procedure reviews and agency operation reviews, Burand provides the acclaimed Contingency Contract Analysis® with the largest data/ knowledge base of contingency contracts in the industry. Burand has led 200 seminars and educational programs and has been widely published in Insurance Journal, Rough Notes, The National Underwriter, A.M. Best and many regional pubs. He also publishes Burand’s Insurance Agency Adviser for independent agents. Burand is a department head for IIABA’s Virtual University, an approved E&O auditor for Utica and Westport and a certified business appraiser.

Jason Ernest, Esq. VP, Advocacy and Chief Counsel, Insurance Agents & Brokers

Heading the Advocacy Department at IA&B, Ernest oversees legal, government and industry affairs, as well as marketing and public relations.

He holds a degree in public policy from Penn State and a law degree from Widener University School of Law. Ernest has successfully argued before the Pa. Insurance Department and the Commonwealth Court, representing the interests of independent agents. He manages IA&B’s lobbying in Harrisburg, Annapolis and Dover, identifying issues and advocating on behalf of members.

Maureen Gallagher Michigan Managing Director, Neace Lukens

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A regional director with a large insurance, risk management and consulting firm, Gallagher also created the Insurance Partners Academy, an educational company, and serves as its director.

She was previously president and CEO of Acordia of Michigan (Wells Fargo), following a decade as head of her own agency. Risk and Insurance has recognized her as a “Power Broker,” placing her among the best brokers in the country. Business Insurance named her one of its “Women to Watch” in 2011, and she consistently makes the Chairman’s Club as a $1 million-plus producer. A frequent presenter, Gallagher is a faculty member of the National Alliance for Insurance Education and Research.

Jeffrey Gerhart

Senior Associate, Mosteller & Associates With more than 25 years of experience in HR consulting, Gerhart has focused on the areas of compensation, benefits, payroll and HR information systems throughout his career. He has successfully designed and implemented program changes that have resulted in cultural shifts and improved operational efficiencies for a variety of organizations.

Gerhart has extensive experience in job assessment, market and pay analysis, and designing and implementing organization-wide pay changes and performance management systems.

Chester Mosteller Founder & President, Mosteller & Associates

Mosteller has been a HR consultant to a variety of organizations since 1994, serving several years as the top HR executive in a premier, nationwide company. He has developed salary administration programs; identified position competitiveness utilizing salary surveys and other sources; developed incentive, bonus, commission and other salary deferral programs; and designed executive compensation packages. His training experience is in development of programs for all levels of employees, including premier middle and upper management leadership programs.

Claire Pantaloni, CIC, CISR Industry Affairs Director Insurance Agents & Brokers

For more than 11 years, Pantaloni has researched legal, regulatory and industry issues affecting independent agents. She develops comprehensive resources that members use to better understand and comply with laws, regulations and carrier requirements.

Prior to working for IA&B, Pantaloni was deputy regional manager of the Paris region for a French insurance company. She holds an undergraduate degree in foreign languages and a master’s degree in business administration.

Robert Allan Paul

President Company of One

As a seasoned marketer with experience on all sides of the agency-media-client relationship, Paul presents a unique, universal perspective on the branding process. His entertaining, engaging Company of One programs have enhanced the lives and careers of thousands of agents, brokers and owners nationwide.

In his 30-year career, Paul has helpe dozens of companies build brands and grow business. He has served as VP and Managing Director of Cuneo Advertising, where he helped engineer a successful agency development program. He also served as VP of Marketing for Project CAP, a digital marketing initiative for independent agents.

Register online at iabgroup.com/EMC2012, call (800) 998-9644 or complete the form below and mail it to IA&B, 5050 Ritter Road, Mechanicsburg PA 17055.

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Registration form 2012 Executive Management Conference

–––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– Note: Registration form for use by agents and sponsor company representatives.

Non-sponsoring company representatives should refer to sponsorship opportunities to attend.

Registration Deadline: October 19 ____________________________________________________________________________ Name

____________________________________________________________________________ Nickname for Badge

____________________________________________________________________________ Agency/Company Name

❏ Agency

❏ Insurance Company

____________________________________________________________________________ Address ____________________________________________________ City ____________________________________________________ State Zip + 4 ____________________________________________________ E-mail Address (Required)

Registration Fee: Member: $189 per registrant Non-Member: $269 per registrant Fee includes EMC & Night at the Museum.

Fee must accompany registration form.

Museum Guest Fee:

Adults: $40 / Students (15 & under): $25 Fee includes transportation, museum attractions & dessert reception.

Please select all that apply: ❏ IA&B Annual Meeting and Luncheon: No fee ❏ 2012 Executive Management Conference: $___________

❏

(Includes EMC and Night at the Museum event) ❏ I will attend the Night at the Museum event. ❏ I will not attend the Night at the Museum event.

Guest/Student Registration $___________ Night at the Museum event ________________________________________________ ________________________________________________ Guest/Student Name(s)

Payment ❏

Check enclosed payable to IA&B. Returned checks may be assessed a $20 fee. ❏ Charge to my Credit/Debit Card ❏ Personal ❏ Corporate Credit/Debit Card type: ❏ Visa ❏ MasterCard ❏ American Express

____________________________________________________ Credit/Debit Card Number

Registration Policies and Disclaimers: Full registration fee must accompany registration form. All fees include instruction, materials, meals and coffee breaks. The difference in member and non-member fees may be applied toward new membership if eligible. Registration fees are deductible as ordinary business expenses, but may not be deducted as charitable contributions. Dates, fees and locations are subject to change.

Cancellation policy: Cancellations received up to 10 days before the program are refundable. After that, cancellations are subject to penalty.

Substitutions are honored any time. No shows result in forfeiture of registration fee.

program confirmation: Confirmation is e-mailed upon registration and includes program agenda along with hotel information.

americans with disabilities act: In accordance with Title III of the Americans with Disabilities Act (ADA), program registrants with disabilities may request special accommodations. Please submit requests to IA&B in advance.

IA&B Office Use:

Overnight accommodations The Wyndham Gettysburg will offer a special room rate ($129 single/double) to EMC attendees.

Contact the hotel directly at (866) 845-8885. Mention the IA&B Executive Management Conference to receive our special room rate. The reservation cut-off date is October 8, 2012 and rates are subject to change afterward.

Located along U.S Route 15 on a 100-acre campus called Gateway Gettysburg, the Wyndham is centrally located near tourist attractions, outlet shopping, and various activities. Next door is the Gateway Theater, showing the latest feature films on one of the nation’s largest digital movie screens. The theater also features an exclusive 30-minute film, “Fields of Freedom,” about the Battle of Gettysburg.

___________________________________ Date Received

____________________________________________________ Expiration Date

___________________________________ Amount Check Number P A

____________________________________________________ Name of Cardholder

___________________________________ Date Entered

____________________________________________________ Signature of Cardholder

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[back cover—to appear as back cover of old book with rough-eged sponsor ad lying on top] Sponsor ad to come