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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
exper...
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...
You must have
a great product,
you must have
a competitive price,
and you must be easy
to find and easy to do
business wit...
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...
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
Get FOUND!
Grab Your FREE
copy of
Download
Here
Click now!
Local SEO for
Insurance
Agents
How to Survive the Customer Expectation Triangle of Death
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How to Survive the Customer Expectation Triangle of Death

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If you prioritize customer service or customer experience, you’re already a commodity.

The access and availability provided by the Internet have created a dynamic new set of customer expectations.

No matter where in the independent insurance industry your business falls, (agency, carrier, vendor, etc), insurance buyers are less influenced by traditional marketing activities and more demanding on the customer experience we deliver.

This is called The Customer Expectation Triangle of Death.

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How to Survive the Customer Expectation Triangle of Death

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

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