Onboarding Experience

• Send a personalized welcome email detailing the steps in the journey with Nutmeg and introducing the advisor.
• Have an initial call to discuss their specific situation and address any pressing concerns.
• Provide a printed timeline based on their current situation and insurance requirements.

Communication Cadence

• Bi-weekly email updates with relevant Medicare information and health tips.
• Monthly check-in phone calls to address any questions or issues.
• Special update calls/emails for any changes to Medicare or health insurance industry guidelines.

Client Education

• Create instructional videos and guides to understand the basics of Medicare.
• Regular blog posts about health, wellness, and the nuances of Medicare.
• Facilitate online 'Medicare 101' presentations to help empower seniors navigating Medicare.

Personalized Touches

• Birthday card hand-signed by their personal advisor.
• Allow the clients to schedule ad-hoc calls to address their special concerns.
• Thank you note sent post initial Medicare guidance completion.
• Recognition for milestones such as completing one year with us.

Visuals and Documentation

• Detailed visual guides to navigate Medicare and their insurance options.
• Regular 'Insurance Health' reports that explain their situation in simple terms.
• Documentation of all their interactions and updates in a centralized manner in the CRM.

Feedback and Proactive Support

• Welcome client feedback through client satisfaction surveys or in check-in calls.
• Address feedback in a timely and compassionate manner.
• Proactively reach out if there is suspected difficulty or if a client seems less engaged.

Guarantee or Promise

• Assure reliable support through the retirement journey.
• Guarantee prompt responses within business hours and timelines.
• Promise consistent updates on changes in the Medicare environment.

Operational Excellence

• Set punctuality standards for scheduled calls and follow-ups.
• Maintain a professional, reassuring and empathic conversation tone relevant for seniors.
• Ensure sanitary and inviting office spaces for clients choosing to visit.
• Equip advisors with answers to commonly asked questions for consistent responses.

Renewals & Contracts

• Offer annual plans with lower rates to encourage long-term contracts
• Provide renewal reminders with express renewal features

Upsells & Cross-Sells

• Propose supplemental insurance options as an upsell
• Cross-sell additional health-related advice services

Bundling & Packaging

• Bundle Medicare guidance with additional health advisory services
• Offer tiered plans with premium features such as ready access to advisors

Loyalty & Retention Programs

• Set up a referral program rewarding clients for recommending new customers
• Develop a program recognizing long-term clients with additional support or discounts

Custom Services and Personalization

• Offer customized Medicare strategies tailored to clients' unique health needs
• Provide personalized service packages based on individual requirements

Pricing Strategy

• Offer discounts on long-term contracts to attract lifetime commitment
• Set competitive pricing based on market research

Customer Data and Insights

• Use CRM for tracking client engagement, needs, and upsell opportunities
• Monitor client experiences for continuous improvement and preventive action on churn signals

Referral Incentives

• Offer a discount on next insurance consultation for successful referrals.
• Reward referrals with a free 'Medicare Planning' e-book.

Shareable Assets

• Create referral cards that clients can share with friends.
• Design testimonials posts and email templates to make sharing easy.

Timing and Triggers

• Ask for referrals after a successful consultation or after resolving an insurance issue.
• Trigger automatic email requesting referrals after three months of service.

Client Success Stories

• Encourage clients to share their success stories on the website.
• Use client testimonials in marketing materials, with client permission.

Referral Contests

• Announce a bi-yearly Referral Contest, where most referrals win a free 1-year consultation.

Partner or Affiliate Programs

• Collaborate with senior citizen clubs or societies, who refer potential clients.

Thank-You Experience

• Send personalized thank-you notes to clients who have made successful referrals.
• Give public recognition to top referrers in company newsletters and social media.