how to survive the customer expectation triangle of death

CUSTOMEREXPECTATION

@AgencyNation

How to Survive the

Triangleof Death

Here's the truth:

No matter where in the independent insurance industry your business falls, (agency, carrier, vendor, etc)...

Today’s, insurance

buyers areless influenced

by traditional marketing activities

and more demanding on the customer

experience we deliver.

Imagine a triangle.

Imagine a triangle.

Good Service

Imagine a triangle.

Good Service

Ease of Business

Imagine a triangle.

Good Service

Ease of Business Competitive Price

Good Service

Ease of Business Competitive Price

This is called…

Good Service

Ease of Business Competitive Price

This is called…The Customer Expectation Triangleof Death.

What this means:

Customers have expectations in terms of what they expect from a business or service provider.

Before theInternet and

advanced logistics,customers only

expected us to be able to provide two sides

of that triangle.

But with the advent of the Internet, regardless of what it is you sell, you're EXPECTED to provide all three sidesof that triangle.

You must havea great product,

you must havea competitive price,and you must be easy

to find and easy to do business with.

Here’s the rub:

If you market your business on any of the three points of the triangle, you ultimately are going to fail as well.

Greatcustomer service

is no longer adifferentiating factor

because of Google reviews, TripAdvisor,

and Facebook.

If you’re not delivering a good product or a good service, people know and don’t do business with you.

Comparative rating has popped up in

almost every industry.

They expect your business to be able to provide all three sides of the customer expectation triangle.

Good Service

Ease of Business Competitive Price

So what ultimately sets your business apart if …

Good Service

Ease of Business Competitive Price

So what ultimately sets your business apart if …

Good Service

Ease of Business Competitive Price

So what ultimately sets your business apart if …

Good Service

Ease of Business Competitive Price

So what ultimately sets your business apart if …

Good Service

Ease of Business Competitive Price

So what ultimately sets your business apart if …

no longersets you apart?

It’s your STORYand the EXPERIENCEthat your story provides to the customers or clients in which you do business with.

How does doing business with you make that

customer feel?

Do the beliefs ofthat customer align

with your beliefs asa business or

a provider or a consultant?

Do you convey a genuine emotional

connection with your clients or

customers?

Today, it is so much about the story that you tell and how people feel doing business with you than it is the actual thing thatyou do.

Availabilityand the internet

have made itso easy to find

everyone else whodoes what you do.

The story inwhich you build around your business will set you apart and help you grow.

Focus on story.Focus on storybefore all else.

For you to tell your story, clients need to find you first.

Want to make it easy for your clients to

find you?

Get FOUND!Grab Your FREE

copy of

DownloadHere

Local SEO for Insurance

Agents

Get FOUND!Grab Your FREE

copy of

DownloadHere

Click now!

Local SEO for Insurance

Agents