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Capitalizing on “Considered Consumption” – Part 2

February 12, 2013

Quality ControlThe 2nd most important value Considered Consumers seek is QUALITY.

Considered Consumers are prepared to compromise, to make a trade-off.  They perceive insurance as a complex financial transaction, and they gravitate towards organizations that understand their needs and suggest the right products and services. While they still want to know that you are dedicated to lowering the cost of risk for their personal and commercial insurance, they also want to trust that you can identify the correct coverage for their home and/or business.

Instead of basing their decision on price, they are looking for a consultative relationship with a respected, financially healthy agency with a good reputation in their community.  They need to know that you understand their business, their industry, and their potential exposures to loss before they trust your coverage recommendations.

A tagline, touting the agency’s unique process, services, resources, stability, outsourced risk management approach, history in the community, and solid relationship with reputable carriers, will draw together the elements of heritage, quality, value, and relationships.

Conversely, a poor LinkedIn profile image can destroy a potential relationship with a Considered Consumer.  Many people think that the image they choose is some sort of individual statement, but they are almost always wrong.

WineOne agency owner’s LinkedIn profile picture shows him wearing a t-shirt and holding a glass of wine, while another shows an owner holding a large fish.  These photos send out all sorts of potentially negative information to the Considered Consumer that the agency owners may not have intended. Instead of showing that they are formed on an intense business relationship, these images communicate non-verbally that they put fun ahead of their clients.

These two agency principals failed to realize that LinkedIn is not the site to post a holiday snapshot, taken in a bar or on a beach.  They should have saved those pictures for Match.com!

Remember, your website, LinkedIn, and Facebook are calling cards to the Considered Consumer, their first point of contact.  When a Considered Consumer sees your picture, you want it to communicate that you are professional, credible, and authoritative.  You only get one chance to make a good first impression, and your photo represents a promise of value to them.

The 3rd most important discovery about Considered Consumers is that they are INFLUENTIAL.  They are more likely to speak about their experience with you and your agency – and more likely to speak frankly online, in person, and in writing about the shortcomings of your agency, your employees, and the experience they received.

49% claim that they go out of their way to tell others about the products and services they really like.

whisperingWhether you like it or not, Considered Consumers are talking about your business.

In 2012, the insurance industry lost $11 billion due to bad customer service.[2]  Considered Consumers tweet when they receive poor attention, have long waits, or are assigned to work with inexperienced representatives.

The most important factors in a satisfying customer experience are:

  • 60% want more competent customer service representatives
  • 47% want convenient communication channels
  • 37% want you to reach out to them proactively
  • 37% want personalized transactions

Overall, Considered Consumers are demanding better customer experience and requesting live, human interaction.  This reiterates the importance of creating a positive image and experience for your clients, especially in terms of the messages that they are communicating to others about you and your agency.

Making improvements in these areas can mean a better bottom line for your agency.

In today’s world of instant information, you don’t really have a choice but to embrace the values of the Considered Consumer.  When you focus on serving your clients as a consultative, diagnostic, results-oriented “trusted business advisor,” Considered Consumers will feel good about working with you, and give you a competitive advantage.


[2] KISSmetrics, “The Cost of Bad Customer Service” survey

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For more ideas on how to break the commodity trap connect with Beyond Insurance on:

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carolyn smithThe author, Carolyn Smith is the Director of Marketing and Innovation at Addis Intellectual Capital, LLC (AIC). AIC is a coaching and consulting company whose purpose is to transform the process that insurance agents, brokers and carriers use when working with clients.  Christin can be reached at csmith@beyondinsurance.com or 610-945-1021. The author’s opinions and posts in no way reflect the Beyond Insurance brand or any other affiliate within Addis Intellectual Capital.

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