Strategy & Execution

Three Steps for Living Up to Customer Expectations

Are you living up to the expectations your customers have for you and your team?  These expectations are the key differentiators between developing a long-term raving fan client and a short-term, unengaged customer.

Think about the complete package of products, services, resources and solutions available to your clients.  Then, look at the graphic below.  In which quadrant do you fall into?


Do you sometimes fall into the trap of trying to be all things to all customers?  Yet in reality, you know it is probably not feasible to do this.

How do you balance customer deliverables and service with your ability to live up to customer expectations?

How do you go beyond providing access to advice, a wide range of products and solutions, appropriate carrier choice, and localized personal service?

Try following these three steps:

  1. Identify what you should be doing for each client. Engage with them in a deep, relevant, and personalized level to determine how you may best serve them.
  2. Become acutely aware of your mission and what defines who you are to your clients. Ask yourself, “How can I give my customers what they need before they realize it?”
  3. Review your value proposition. Is it clear, concise, compelling?  Does it put the clients’ needs first? (Remember, it’s all about them, not about )  Does it differentiate you and your products, services, and resources?   Developing your value proposition is a critical step in an effective assessment of your client expectations and needs.

When you build a consistent, disciplined customer experience journeyelevate your knowledge, and become clear about your mission, value proposition and deliverables, you’ll be able to engage with prospects and clients much more effectively.

When was the last time you assessed your clients’ needs and expectations?

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