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5 Tips for Managing Customer Expectations


Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. With careful consideration and a few adjustments, you could be a master of customer expectation management.

Why Exceeding Customer Expectations Can Make or Break a Business


Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Outside forces such as interactions with other businesses and feedback from friends and family influence the service we expect to receive. Click To Tweet.

Words Matter: How to Manage Customer Expectations with Better Communication


Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability. Though we’ve reviewed ways to manage customer expectations in the past, this time around we want to specifically explore how language shapes your customersexpectations. Fair business for all customers?

Which Customer Expectations Matter Most?

Who's Your Gladys?

Customers have four expectations that determine whether they’ll be highly satisfied doing business with your company, according to Gallup Research. First, they expect ACCURACY – Does your staff meet the commitments they make to customers? The post Which Customer Expectations Matter Most? Is the product (or service) as promised? Does the billing match.

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!


In my experience, the prospect of travel creates a nice equation – especially when put in the context of customer experience – the equation is as follows: EXCITEMENT & ANTICIPATION = EXPECTATION . The question is, would they be able to meet my expectations or not? If you are a regular reader of my blog, you will be aware that I do have high expectations.

Meeting Millennial Customer Expectations


Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. A lot has been written about the different aspirations, attitudes and needs of Millennials , but in essence they are tech-savvy, expect good service/products, are unafraid to complain or give feedback and have no qualms about switching supplier if they don’t get what they want. Here’s the breakdown

4 Actions to Exceed Customer Expectations

Beyond Philosophy

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience. Defining these areas implies knowing what the Customer’s Expectations are. Roy H.

Modern Conveniences Your Online Customers Expect

Win the Customer

From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. Customers shop online because it’s convenient. Your customers expect it.

Instant Satisfaction: How to Meet Rising Customer Expectations

Joe Rawlinson

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. Customer Service guest postIn 2015, 47 percent of U.S. billion.

Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics


Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries. It has also. View Article

Exceeding Customer Expectations Is Nice but Not Necessary

Customers That Stick

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Know What Customers Expect? 5 Onion Headlines that Nail It!


In 2015, The Onion showcased customer service (and lack thereof) many times. These 5 headlines really tell the truth about what customers […]. The post Know What Customers Expect? appeared first on Customer Experience Consulting. Blog Culture Customer Engagement Customer Experience customer service Featured Humor call center culture dining experience linkedin restaurant experienceThere’s a reason we all love The Onion, America’s finest parody news source. 5 Onion Headlines that Nail It!

6 Tips to Make Sure You Are Meeting Your Customers’ Expectations

Win the Customer

Meeting customer expectations is incredibly important for any business that wants to be successful today. It takes careful management and a number of strategies to keep customers satisfied. Unsatisfied customers could potentially harm your business by giving bad reviews or simply stop making purchases. Here are six tips to make sure you are meeting your customersexpectations. Make every effort to manage customer expectations from the very start. Do not set the expectations of customers so high that they cannot be met but be realistic.

Gaps in Customer Expectations and Service Delivery Prevail

Think Customers

Have you ever tried contacting customer service only to hit roadblock after roadblock? Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy matchingcustomerexpectationswithcustomerservice roadblocksincustomerservice socialserviceLast week my multiple attempts to contact a couple different companies did just that, as an online chat attempt with a telecom provider went unanswered and calls to a medical facility fell into voicemail.

2015 Global Customer Service Report: Customer Expectations and Location, Location, Location

Tricia Morris

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Multichannel customer service is good, but omnichannel customer service is desired.

Recent Walmart TV commercial shows just how far customer expectations have evolved


The post Recent Walmart TV commercial shows just how far customer expectations have evolved appeared first on ForeSee. Insights Retail BOPIS customer expectations NRF NRF 2016 WalmartA version of this article was originally published on LinkedIn. The way consumers shopped during the holidays in 2016 didn’t change drastically from the previous year. In 2015, 75% of.

Episode 17 – Managing the Customer Expectations to Build Customer Loyalty - Transforming the Customer Experience

Kristina Evey

Customer expectations can make or break their perception of the customer experience they’ve had when working with us. The way to ensure success is to MANAGE their expectations. Let them know what to expect, when, and how it will happen every step along the way. This podcast delivers strategies to keep everyone on the same page and promote successful outcomes. link]. Podcasting

How can you meet customers’ expectations if you don’t know what they are?

Heart of the Customer

The post How can you meet customersexpectations if you don’t know what they are? appeared first on Heart of the Customer. Customer ExperienceWhat does “good” look like? It’s something that, as CX leaders, we’re always thinking of. I frequently get asked questions like, “How fast does our response rate need to be?”

The art of meeting customer expectations

Service Untitled

Managing customer expectations are closely tied to an organization’s consistent and accurate ability to communicate. When there are poorly managed expectations and neglectful follow-up procedures, customers become confused, disappointed, and frustrated. Let us assume a customer comes into a store to purchase a smart phone. photo credit: SimplyAbbey.

Customers Today Crave Consistency!

Wired and Dangerous

Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard earned dollars on the customer service experiences they encounter. Recent research shows 97% of customers say that customer service is very important or somewhat important in their choice of and loyalty to a brand! Do you? trk=prof-post.

When Sourcing Enterprise Marketing Capabilities, Start by Understanding Customer Expectations

Forrester's Customer Insights

To successfully grow in Asia Pacific (AP), you must excel at understanding customers' needs, wants, and behaviors and have the capabilities necessary to transform this insight into improved customer engagement. Appreciating these market differences, and the impact they have on customers' expectations, is critical when sourcing enterprise marketing capabilities. customer intelligence. But that's true everywhere. What sets the AP region apart are the continued vast differences between markets. application strategy. cloud computing. contextual marketing.

Trust Centric Customer Journeys

Wired and Dangerous

Today’s customers are more powerful than ever and they are more fickle than they have ever been. One of the key elements in any customer relationship is trust. Can your customers feel trust as they interact with every area of your organization? And 76% of customers say that the level of customer service is the true test of how much an organization values them!

Is Your Customer Journey Hassle Free?

Wired and Dangerous

Customers today are Vain— expecting treatment that telegraphs they are special and unique, not just one of the masses. This customer narcissism has been forged both through the pampering provided by service providers, as well as through their new-found muscle to get their way in the marketplace. Interview USAA customers and you’ll hear “trust” spoken a lot.

What Chair is Reserved for Your Customer?

Wired and Dangerous

Today’s customers expected to be treated as very valuable assets. Today’s wired and dangerous customer is fickle and will change providers faster than ever before. Are you demonstrating your gratitude to your customers throughout their journey with your organization or as our good friend Jim Blasingame often asks “are you loving up your customers”?

What Is Your Customer Service Handicap?

Wired and Dangerous

Customers today are Vain — expecting treatment that telegraphs they are special and unique, not just one of the masses. This customer narcissism has been forged both through the pampering provided by service providers as well as their new-found muscle to get their way in the marketplace. What would a Customer Service Leader Board be like?

Are You Listening for Customer Discontent?

Wired and Dangerous

Customers are in the crosshairs of a perfect storm. And, the power of the Internet and social media has provided customers with the tool to deliver a downpour of blame as they flood cyberspace with their caustic critique. But, like the view of an impending storm from a high floor, customers often provide early warning. Really listen to your customers.

Making better business by exceeding customer expectations

Service Untitled

Most of us are busy setting appropriate expectations for our customers. Loyal customers are those who have stayed with organizations because of the high quality of their products or services over a continuous period of time. So how does this effect customer expectations? We are not afraid to be creative and go well beyond what is expected of us.

How to spectacularly fail your customers and damage your brand – by British Airways


I never get any pleasure from sharing poor Customer Experiences – so many of the people who work for the companies I write about are trying their very best for their customers – yet I write about them when I feel that other companies can learn from understanding how to leave customers with memories – both for the right and the wrong reasons. BA is NOT a low cost carrier.

Customer Experience Sustainability: don’t let your CX house fall down!


Have you ever wondered why it is still more common than not for us to have to endure experiences as a customer that fail to meet our basic expectations? What I find interesting though, is that many of these same organisations have been very keen to serve up a healthy serving of rhetoric when it comes to Customer Experience. Neither is customer journey mapping.

2017: the Year of Innovative Service that Sparkles

Wired and Dangerous

We believe this year will be remembered in years to come as one in which people in the world of work embraced the spirit of innovative service – consistently providing customers with a unique and unexpected customer experience creation. But if asked to pleasantly surprise more customers, they feel less like worker bees and more like fireflies. Welcome to 2017! Chip and John.

The magic of Disney – now that’s what I call a Customer Experience!


I have often said in the past how lucky I am to have so many people share their customer experience stories with me. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with. That is not what Brian expected. Sometimes the stories are difficult to hear.

Expectations Are Funny Things

CX Journey

How well do you know and understand your customers' expectations? Merriam-Webster defines an expectation as a belief that something will happen or is likely to happen. But where do those beliefs, those expectations come from? Customers have them, but they are not in control of them, not in control of the outcomes. Expectations are funny things. Roy H.

Do You Add “Hot Sauce” to Make Your Customers Feel Special?

Wired and Dangerous

Customers today have higher expectations than ever. They expect treatment that telegraphs they are valued, special, and unique, not just one of the masses. This customer narcissism has been forged both through the pampering provided by service providers as well as their new-found muscle to get their way in the marketplace. Here’s one example from our many travels.

Tailoring the Customer Journey

Wired and Dangerous

Customers today are Vain — expecting treatment that telegraphs they are special and unique, not just one of the masses. This customer narcissism has been forged through the pampering provided by service providers, as well as their new-found muscle to get their way in the marketplace. Customers start young wanting everything their way!

The Evolution of the Service Experience: Cooperation and its Impact on Customer Expectation

Daniel Group

I cannot say if customer service is, in general, improving or getting worse. The American Customer Satisfaction Index suggests that customer service improved until mid-2014 but has been trending downward since. The post The Evolution of the Service Experience: Cooperation and its Impact on Customer Expectation appeared first on The Daniel Group. Understanding Your Customer B2B customer behavior customer expectation customer experience Customer serviceIt is probably growing in some industries and not. Read More.

Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams


We are living in a world where consumer expectation is changing as rapidly as ever before. All around the world, this change in consumer expectation […]. Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels New technology is enabling people to do what they want, when they want to do it, wherever they happen to be.

3 Steps To Improved Customer Experience This Holiday Season

Provide Support

Customer expectations for the holiday season 2015. However, it is those 27% of retailers who cite improved customer experience as their top priority who are truly on right path to achieving their business goal of high revenue. The landscape of customer preferences is changing every year. Read more. 2003 - 2015 Provide Support LLC. Permalink | No comment.