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.

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.

17. Here’s the rub:

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

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

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

21. Comparative rating
has popped up in
almost every industry.

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

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 …

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

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

29. How does doing business
with you make that
customer feel?

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

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

32. 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.

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

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

35. Focus on story.
Focus on story
before all else.

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

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

38. Get FOUND!
Grab Your FREE
copy of
Download
Here
Local SEO for
Insurance
Agents

39. Get FOUND!
Grab Your FREE
copy of
Download
Here
Click now!
Local SEO for
Insurance
Agents