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Managing Customer Expectations
Few people in customer service, even the experts, grasp the psychological complexity around customer expectations, in part because there are really different parts to expectations. For example, one meaning of the word is "what the customer thinks he or she will get", while another meaning is: "What the customer wants to get or ought to get".
When it comes to managing customer expectations, it's about the first definition, not the second.
THe key issue here is that customers perceptions of a business are based on the distance between what the customer wants (the second definition) and what the customer gets. So, to succeed you provide what the customer wants (within business necessity boundaries). But you don't really manage what customers want in terms of customer service. They want what they want, although there are some exceptions.
For the expectations regarding the future (the first definition) it's important to manage those expectations, and strive to exceed them, not meet them. Often customers have low expectations, since customer service is so dreadful, so the task is to exceend them, or in the instance where expectations are too high, then you manage them.
In any event, here's more...
Managing Customer Expectations - The Importance, and The "How To"
Managing Customer Expectations (Service Industries) - by Sound and VideoThe key to creating and nurturing a successful systems integration business is managing customer expectations from the beginning of the sales process all the way to after-sale support. Whether it's a multi-year commercial contract or a weeklong, one-room AV installation, the customer's satisfaction with the end result is what matters. new (Added: 13-Apr-2012 Hits: 1 )
Gap Analysis Applied To Customer Expectations and Perceptions - by na
Worth reading because it takes the notion of gap analysis and applies it to customer service issues, and more particularly, it suggests some methods to use this process. new (Added: 13-Apr-2012 Hits: 2 )
How to...manage customer expectations - CRM Magazine - by Jason Compton
Making the sale is paramount, but no customer relationship will stand the test of time unless it is built on a sustainable cycle of give-and-take, with clearly defined roles for each party. Surprises and inequities are not the stuff of long-term engagements. Follow these four steps to ensure that your customers know what you will do for them--and what is not a reasonable expectation. new (Added: 13-Apr-2012 Hits: 5 )
Managing Customer Expectations with Inoculation | AvidBuilder.com - by Tim Bailey
The field of medicine has long known that a small dose of a disease can immunize against a full-blown outbreak. Similarly, home builders can use the concept of inoculation to administer a dose of reality to ward off dissatisfaction with home buyers. In fact, inoculation is an essential technique to manage customer expectations and increase homeowner delight. Like modern medicine, the concept of inoculation used by home builders needs to be well understood and properly administered in order to provide an effective prescription for customer loyalty."In its basic form, inoculation in home building is simply strategic communication. The objective is to give a tiny dose of unpleasant news to home buyers to increase their immunity to realities that may occur during their home building experience. Properly executed, inoculation allows a builder to discuss some of the realities of home building and some of the problems that could happen but often don%u2019t. This small dose of unpleasant news reduces the likelihood of a customer contracting a massive case of disappointment and dissatisfaction if problems occur (Added: 14-Sep-2011 Hits: 94 )
Managing Customer Expectations - by Linda Seid Frembes
Clients' demands can be unrealistic, but not in their minds. What to do when the customer is not right. (Added: 14-Sep-2011 Hits: 132 )
Managing customer expectations is key to aligning IT with business - by na
Every company should address how it manages the expectations of customers. In this article, the author makes a number of suggestions as to how those in Information Technology can do so effectively. (Added: 14-Sep-2011 Hits: 117 )
Customer Expectations vs. Customer Needs - by Ray Miller
One of the more thought provoking resources on customer expectations because it makes the distinction between what customers expect, and what customers need. Worth looking at to see this critical distinction. new (Added: 13-Apr-2012 Hits: 3 )
Managing Customer Expectations Collection - by Karten Associates
A nice, meaty collection of resources on managing customer expectations, including a section on what customers want. new (Added: 13-Apr-2012 Hits: 2 )
Understanding Customer Expectations is the Key to Driving Brand Growth - by Jacqueline Lee
The Loyalty Marketing Association's Loyalty 360 (News - Alert) think tank has coined a new term that it says is crucial to the growth of brand retailers. "Expectation matching," according to spokesmen, is the ability of brands to create loyalty and engagement with their customers by engaging in an active dialogue about customers' sometimes disparate expectations. new (Added: 13-Apr-2012 Hits: 3 )
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