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How to Survive the Customer Expectation Triangle of Death

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How to Survive the CUSTOMER EXPECTATION Triangle of Death @AgencyNation


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Here's the truth:


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


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Today’s, insurance buyers are less influenced by traditional marketing activities and more demanding on the customer experience we deliver.


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Imagine a triangle.


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Imagine a triangle. Good Service


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Imagine a triangle. Good Service Ease of Business


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Imagine a triangle. Good Service Ease of Business Competitive Price


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This is called… Good Service Ease of Business Competitive Price


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This is called… The Customer Expectation Triangle of Death. Good Service Ease of Business Competitive Price


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What this means:


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


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Before the Internet and advanced logistics, customers only expected us to be able to provide two sides of that triangle.


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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.


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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.


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Here’s the rub:


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


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Great customer service is no longer a differentiating factor because of Google reviews, TripAdvisor, and Facebook.


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


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Comparative rating has popped up in almost every industry.


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


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So what ultimately sets your business apart if … Good Service Ease of Business Competitive Price


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So what ultimately sets your business apart if … Good Service Ease of Business Competitive Price


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So what ultimately sets your business apart if … Good Service Ease of Business Competitive Price


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So what ultimately sets your business apart if … Good Service Ease of Business Competitive Price


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So what ultimately sets your business apart if … Good Service no longer sets you apart? Ease of Business Competitive Price


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It’s your STORY and the EXPERIENCE that your story provides to the customers or clients in which you do business with.


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How does doing business with you make that customer feel?


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Do the beliefs of that customer align with your beliefs as a business or a provider or a consultant?


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Do you convey a genuine emotional connection with your clients or customers?


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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.


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Availability and the internet have made it so easy to find everyone else who does what you do.


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


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Focus on story. Focus on story before all else.


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


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Want to make it easy for your clients to find you?


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