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5 Types of Customer Expectations for Insurance Agencies

Customers have expectations when dealing with any business. Insurance agencies are no different. The important piece to master is to understand what your customer expectations are so you can best cater to their wishes. You and your team likely work very hard to please your customers but without the knowledge of the expectation, you may be making the wrong changes. Our online reputation management tool is here to help inform you about customer expectation types so you can best adjust your agency to meet the expectations of your customers!

Explicit Expectations

Explicit expectations are specific targets that customers are looking for when they seek out your product or service. For example, a customer may come to an automotive dealership expecting a certain price range and minimum miles per gallon.

Implicit Expectations

Implicit expectations are what customers have come to expect as table stakes from businesses in your vertical. These expectations are typically based on previous experiences with your competitors and what they’ve heard from family and friends.

Interpersonal Expectations  

Interpersonal expectations are what customers expect during person to person interactions with your team members, usually during customer service. Typically, customers expect your employees to be professional, experts in their field, friendly, and courteous.

Digital Expectations 

Digital expectations relate to the interactions that customers have with your brand online. While customers were steadily turning towards digital for years, COVID-19 accelerated this trend. The onset of the pandemic saw a 10% increase in online customer base across verticals. That means it’s become critical for your website to be easy to discover and easy to navigate.

Dynamic Performance Expectations 

Dynamic performance expectations relate to how a product or service is expected to change over time. These changes are related to shifts in the overall environment, customer needs, and your business goals.

Now that you know more about the customer expectations of your insurance agency, you're ready to adjust your strategy so you can best meet the wants of your ideal customers. Once you've mastered meeting customer expectations, your online reputation will naturally improve as more and more customers are compelled to leave positive reviews about your business online. Here at BlueJay Reviews, we can help you send out automated prompts as new customers are entered into your system. These prompts will send an automated text or email to customers asking how their experience was with your agency. It's an effective way to get feedback from your customers AND improve the online reputation of your insurance agency!


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