By: Ma. Noesa Silverio
Customer expectations are a set of ideas about a
product, service or a brand that a customer holds
in their mind.
Customer expectations describe how customers
predict their experience will be when they use a
product or service.
1. Implicit expectations
This type of expectation is based on the existing
norms of performance. They are formed by
experiences such as comparison with
competitors’ products and alertness of their
services.
2. Explicit expectations
These are the mental targets customers have
regarding the quality of product, performance
and services rendered.
3. Interpersonal expectations
Interpersonal expectations encompass the type
of interactions customers want to have when
speaking to support or customer service teams.
4. Dynamic performance expectations
This type of expectation addresses the evolution
of a product or service over a period of time. The
changes that a product or service undergoes in
order to meet business goals as well as customer
needs and wants.
1. Be Transparent and Honest
Being transparent is key to managing
customer expectations effectively.
2. Collect Customer Feedback
Create opportunities to listen to the
expectations of your customers.
3. Follow up
Your business can make a great
impact on customer experience by
following up with a client after initial
contact.
4. Prioritize Customer Service
Elevating your customer service
teams is crucial to having a
competitive advantage in the market.
5. Cultivate Customer Loyalty
Keeping customers happy will insure
their loyalty to your brand.