customer expectation
http://blog.clientheartbeat.com/customer-expectations/
Customer expectation
a. The hard facts about customer expectations
1. Manage promises
2. Customers want relationships
3. The service process is the key to exceeding expectations
b. Understanding customer expectation
The benefits of understanding customer expectations
Understanding your customers’ needs
C.examples of companies exceeding customer expectations
Amazon exceeds expectations with delivery
Google and youtube
Excellent customer service and high customer satisfaction must start with understanding customer expectations. You need to know who your customers are and what they want.
When measuring customer satisfaction, companies generally ask customers whether their product or service has met or exceeded expectations. This is an important question to ask and is a key factor behind satisfaction.
When customers have high expectations and the reality fall short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, luxury resort, for example, might receive a lower satisfaction rating than a budget motel—even though its facilities and service would be deemed superior in ‘absolute’ terms.” – Marketing Metrics
Customer expectations set the bar for customer satisfaction which also affects repurchase decisions and customer loyalty. If a customer feels like you did not deliver a service that was expected, they won’t come back and buy from you again. On the flip-side, if you deliver a service that exceeds customer expectations, you can bet they will come back to buy again, and tell all their friends about the experience.
One of my favorite quotes about customer expectations is from Roy Hollister Williams, a best-selling author and marketing consultant best known for his Wizard of Ads trilogy.
“The first step in exceeding your customer’s expectations is to know those expectations.” – Roy Hollister Williams
Customer service is the provision of
Customer expectation
a. The hard facts about customer expectations
1. Manage promises
2. Customers want relationships
3. The service process is the key to exceeding expectations
b. Understanding customer expectation
The benefits of understanding customer expectations
Understanding your customers’ needs
C.examples of companies exceeding customer expectations
Amazon exceeds expectations with delivery
Google and youtube
Excellent customer service and high customer satisfaction must start with understanding customer expectations. You need to know who your customers are and what they want.
When measuring customer satisfaction, companies generally ask customers whether their product or service has met or exceeded expectations. This is an important question to ask and is a key factor behind satisfaction.
When customers have high expectations and the reality fall short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, luxury resort, for example, might receive a lower satisfaction rating than a budget motel—even though its facilities and service would be deemed superior in ‘absolute’ terms.” – Marketing Metrics
Customer expectations set the bar for customer satisfaction which also affects repurchase decisions and customer loyalty. If a customer feels like you did not deliver a service that was expected, they won’t come back and buy from you again. On the flip-side, if you deliver a service that exceeds customer expectations, you can bet they will come back to buy again, and tell all their friends about the experience.
One of my favorite quotes about customer expectations is from Roy Hollister Williams, a best-selling author and marketing consultant best known for his Wizard of Ads trilogy.
“The first step in exceeding your customer’s expectations is to know those expectations.” – Roy Hollister Williams
Customer service is the provision of