How to Survive the Customer Expectation Triangle of Death

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agency-nation
  • CUSTOMER EXPECTATION @AgencyNation How to Survive the Triangle of Death
  • Here's the truth:
  • No matter where in the independent insurance industry your business falls, (agency, carrier, vendor, etc)...
  • Today’s, insurance buyers are less 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 Triangle of Death.
  • What this means:
  • Customers have expectations in terms of what they expect from a business or service provider.
  • Before the Internet 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 sides of that triangle.
  • You must have a great product, you must have a 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.
  • Great customer service is no longer a differentiating 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 longer sets you apart?
  • It’s your STORY and the EXPERIENCE that 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 of that customer align with your beliefs as a 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 that you do.
  • Availability and the internet have made it so easy to find everyone else who does what you do.
  • The story in which you build around your business will set you apart and help you grow.
  • Focus on story. Focus on story before 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 Download Here Local SEO for Insurance Agents http://www.agencynation.com/localseo/ http://www.agencynation.com/localseo/ http://www.agencynation.com/localseo/ http://www.agencynation.com/localseo/
  • Get FOUND! Grab Your FREE copy of Download Here Click now! Local SEO for Insurance Agents http://www.agencynation.com/localseo/ http://www.agencynation.com/localseo/ http://www.agencynation.com/localseo/ http://www.agencynation.com/localseo/
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  • CUSTOMER EXPECTATION @AgencyNation How to Survive the Triangle of Death
  • Here's the truth:
  • No matter where in the independent insurance industry your business falls, (agency, carrier, vendor, etc)...
  • Today’s, insurance buyers are less 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 Triangle of Death.
  • What this means:
  • Customers have expectations in terms of what they expect from a business or service provider.
  • Before the Internet 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 sides of that triangle.
  • You must have a great product, you must have a 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.
  • Great customer service is no longer a differentiating 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 longer sets you apart?
  • It’s your STORY and the EXPERIENCE that 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 of that customer align with your beliefs as a 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 that you do.
  • Availability and the internet have made it so easy to find everyone else who does what you do.
  • The story in which you build around your business will set you apart and help you grow.
  • Focus on story. Focus on story before 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 Download Here Local SEO for Insurance Agents http://www.agencynation.com/localseo/ http://www.agencynation.com/localseo/ http://www.agencynation.com/localseo/ http://www.agencynation.com/localseo/
  • Get FOUND! Grab Your FREE copy of Download Here Click now! Local SEO for Insurance Agents http://www.agencynation.com/localseo/ http://www.agencynation.com/localseo/ http://www.agencynation.com/localseo/ http://www.agencynation.com/localseo/
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