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T HE S UPERIOR E NGINE How to use a Superior Standard of Care to Drive Business Success D ALBAR, Inc. | 600 Atlantic Avenue | Federal Reserve Plaza | Boston, MA 02210 | 617.723.6400 | www.dalbar.com

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2 A Superior Standard of Care drives success only when Deployed in any or all of three ways Properly connected to the business Pulling in the right direction A N E NGINE TO P ROPEL B USINESS S UCCESS D ALBAR 2015 D ALBAR A Superior Standard of Care

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T HREE W AYS TO T AKE A DVANTAGE D ALBAR 2015 3 D ALBAR A Superior Standard of Care Clients have a better reason to select and remain with you through market differentiation Less confusion and complexity reduces needs and frequency of service Regulators and clients have less reason to challenge and lower chance of prevailing

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4 D ALBAR 2015 D ALBAR A Superior Standard of Care Example A S TRATEGY TO E NHANCE R EVENUE Compelling Sales Message: Three reasons to do business with us: We talk to you in plain English We listen to you Our standard of customer care is independently certified first tier

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5 D ALBAR A Superior Standard of Care D ALBAR 2015 Example O UTCOMES T HAT L OWER E XPENSES Phone Center Volume: Results: Complete 95% of requests on the first call Answer 95% of calls with no hold time Delight 75% of callers who start out angry Have 27% lower call volume than comparable firms

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6 D ALBAR A Superior Standard of Care D ALBAR 2015 Example H OW L IABILITY IS L IMITED Complaint Experience: Informal Complaint Volume: Annual volume of arbitration filings down by 40% 50% lower than previous market decline Paid settlements down by 75% Third party due diligence process qualifies for 20% reduction in premium Charges/Filings Resolutions Insurance Premiums

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The Connection with the Business 7 D ALBAR A Superior Standard of Care D ALBAR 2015 T IE TO P ERSONAL R EWARDS M EASURE W HAT M ATTERS D EMONSTRATE C APABILITIES Incentive for achieving measured goals Group and individual recognition Link to corporate goals Identified improvement Desirable outcomes Controllable factors Monitor for consistency Communicate success Support claims of achievement Use in public relations, sales and marketing

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S KILLS M ANAGEMENT C OMPLIANCE T OOLS R EWARDS B UDGET 8 Align Direction of All Forces D ALBAR A Superior Standard of Care D ALBAR 2015

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9 How to Apply a Superior Standard of Care D ALBAR A Superior Standard of Care D ALBAR 2015 S TEPS : Define desired improvementsIdentify motivation for making improvementsDefine the span of control to make changesSpecify favorable outcomes and timeframesAssess the current plan/progress

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10 D ALBAR R OLES : Supporting a Superior Standard of Care D ALBAR A Superior Standard of Care D ALBAR 2015 Providing: Assessment of your current course Measurements of what matters to you Certification of your accomplishments

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11 D ALBAR A Superior Standard of Care D ALBAR 2015 Interested in learning more about how your firm can achieve and maintain a Superior Standard of Care? Contactustoday Contact us today! 617.723.6400info@dalbar.comwww.dalbar.com