How to Survive the Customer Expectation Triangle of Death

How to Survive the Customer Expectation Triangle of Death from Agency Nation

 How to Survive the Customer Expectation Triangle of Death

1. 1. CUSTOMER EXPECTATION @AgencyNation How to Survive the Triangle of Death
2. 2. Here's the truth:
3. 3. No matter where in the independent insurance industry your business falls, (agency, carrier, vendor, etc)...
4. 4. Today’s, insurance buyers are less influenced by traditional marketing activities and more demanding on the customer experience we deliver.
5. 5. Imagine a triangle.
6. 6. Imagine a triangle. Good Service
7. 7. Imagine a triangle. Good Service Ease of Business
8. 8. Imagine a triangle. Good Service Ease of Business Competitive Price
9. 9. Good Service Ease of Business Competitive Price This is called…
10. 10. Good Service Ease of Business Competitive Price This is called… The Customer Expectation Triangle of Death.
11. 11. What this means:
12. 12. Customers have expectations in terms of what they expect from a business or service provider.
13. 13. Before the Internet and advanced logistics, customers only expected us to be able to provide two sides of that triangle.
14. 14. 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.
15. 15. 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.
16. 16. Here’s the rub:
17. 17. If you market your business on any of the three points of the triangle, you ultimately are going to fail as well.
18. 18. Great customer service is no longer a differentiating factor because of Google reviews, TripAdvisor, and Facebook.
19. 19. If you’re not delivering a good product or a good service, people know and don’t do business with you.
20. 20. Comparative rating has popped up in almost every industry.
21. 21. They expect your business to be able to provide all three sides of the customer expectation triangle.
22. 22. Good Service Ease of Business Competitive Price So what ultimately sets your business apart if …
23. 23. Good Service Ease of Business Competitive Price So what ultimately sets your business apart if …
24. 24. Good Service Ease of Business Competitive Price So what ultimately sets your business apart if …
25. 25. Good Service Ease of Business Competitive Price So what ultimately sets your business apart if …
26. 26. Good Service Ease of Business Competitive Price So what ultimately sets your business apart if … no longer sets you apart?
27. 27. It’s your STORY and the EXPERIENCE that your story provides to the customers or clients in which you do business with.
28. 28. How does doing business with you make that customer feel?
29. 29. Do the beliefs of that customer align with your beliefs as a business or a provider or a consultant?
30. 30. Do you convey a genuine emotional connection with your clients or customers?
31. 31. 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.
32. 32. Availability and the internet have made it so easy to find everyone else who does what you do.
33. 33. The story in which you build around your business will set you apart and help you grow.
34. 34. Focus on story. Focus on story before all else.
35. 35. For you to tell your story, clients need to find you first.
36. 36. Want to make it easy for your clients to find you?
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