5 Tips for Managing Customer Expectations

Comm100

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. Customer Service

When Customer Expectations Are Unreasonable, Meet Them Anyway

Who's Your Gladys?

It takes self-control to handle a customer with over-the-top expectations. The post When Customer Expectations Are Unreasonable, Meet Them Anyway appeared first on Who's Your Gladys?

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

ijgolding

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?

The Tinderization of Mobile Customer Expectations

360Connext

But have you thought of how it’s impacting your customer’s expectations ? With the widespread acceptance of apps like Uber and Tinder , customers are demanding more personalized, instantaneous experiences. The world is changing, and fast.

Are You Keeping Up with Customer Expectations?

Wired and Dangerous

Customers are different today! Their ever changing expectations have increased over 33% in the last 12 months! They have raised the bar on how they view customer experience. The one size fits all approach has given way to wide customer choices.

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 socialservice

The customer conniption! Identifying the ‘final straw’ moment

ijgolding

A few weeks ago, a fellow Customer Experience Specialist – an amazing lady called Jan Richards – passed on one such nugget. Whether we were talking about a customer, colleague, peer or friend is almost irrelevant. I do not often have a conniption as a customer.

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.

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. Are you hiring employees who bring the spirit and attitude you want your customers to experience?

Customer or Hostage? The unfortunate story of the UK passenger rail industry

ijgolding

I have so far avoided using the word customer – which brings me to the theme of this post. The dictionary definition of the word customer is as follows: a person who buys goods or services from a shop or business. The customer! The post Customer or Hostage?

CX now trumps brand loyalty, suggests a new study

Vision Critical

Even your most loyal customers will not tolerate mediocre experiences. That’s one one of the key findings in a new CMO Council study , which found that 47 percent of loyal customers will stop doing business with a brand that provides “poor, impersonal or frustrating” experiences.

Study 33

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

ijgolding

I actually think that boring is not always a bad thing when flying – as long as it ‘does what it says on the tin’, then most customers are happy. When you expect more from any brand, it is a significant disappointment when that brand fails to meet your expectations.

Surprisingly Easy: The Path To Customer Loyalty

Beyond Philosophy

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” The Easy Path to Customer Loyalty.

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

ijgolding

I have often said in the past how lucky I am to have so many people share their customer experience stories with me. That is not what Brian expected. What a phenomenal way of dealing with a customer enquiry!!

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. The expectations of today’s customers represent a dramatic shift in what is required to insure customer loyalty—the stuff of growth and profits.

Loyalty Begins With a Value Proposition

Amity

You might be surprised to learn that some purchases actually increase customer churn. After buying software, many customers discover that it’s not a good fit for their needs, which prompts them to cancel their subscriptions. Trust precedes loyalty.

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. Customers, especially those in “Generation Y,” are quick to leave.

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

ijgolding

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

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?

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. The result is that businesses lose customers instead of the growth they’d planned. Customers value the quality of customer service as much as price and quality of products.

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? We live our lives on promises.

Marketers plan to prioritize customer loyalty, but doing so comes with challenges

Vision Critical

It’s always been easier to keep existing customers than land new one, but keeping loyal customers doesn’t come without its own set of challenges. What is loyalty, really? The first hurdle, according to the report, is the disconnect on how marketers and consumers define loyalty.

NPS 17

The Emotional Journey Drives Customer Love And Brand Loyalty

Strativity

That was part of the message from Jason Burnham, Principal, Communications & Design, Innovation Lead, Strativity on Monday during his session titled, “ Designing Purposeful Brand Experiences ,” at the first-ever Customer Expo. “We’re To achieve that lofty goal of long-term brand loyalty, making emotional customer connections are imperative. The experiences your customers have with your brand have the greatest impact on brand health, reputation, and loyalty.

Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!

ijgolding

Doing what I do for a living, I am not easily shocked when I am exposed to unsatisfactory Customer Experiences – either my own, or those that are shared with me. I expected a lot more from an iconic brand.

Panning for Service Gold

Wired and Dangerous

Customer service is like panning for gold among the sand. But, like service, sand can also come in a black form—those dark, disappointing moments that cause customers to doubt your capacity and/or caring. loyalty).

How Accurate is Your Organization’s Crystal Ball?

Wired and Dangerous

Have you noticed that your customers have changed? Their expectations have increased over 33% in the last 12 months! They have raised the bar on how they view customer experience. The kind of service that takes the customers’ breath away!

Handling Customer Service Emergencies

Wired and Dangerous

He called two of his best wine customers whom he knew lived near the party host and promised to replace their bottles of wine delivered to their desperate neighbor plus a bottle on the house. Are your frontline employees prepared to effectively handle that “panicked call” from a customer?

Top loyalty trends for 2018 and what they mean for brands and customers

Currency Alliance

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty.

Welcome to 2018: the Year of Transparent and Honest Service!

Wired and Dangerous

Customers today are Picky– more cautious in their choices (and they have many more choices) and interested only in getting obvious value for their money. Today’s Picky-Fickle-Vocal customers are also wired. Customers love honesty. Welcome to 2018!

It Takes a Country to Deliver Great Service!

Wired and Dangerous

Customers are different today! Their expectations have increased over 33% in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty!

Amazing Business Radio: Lynn Hunsaker

ShepHyken

Lynn Hunsaker on How to Retain Customers. What thinking goes into creating an amazing customer experience? First Up: Shep’s opening monologue takes a look at two companies that truly understand the customer experience. Understand your customersexpectations.

Great Service the Atlanta Cycling Way!

Wired and Dangerous

Customers today use experience (what providers put them through) as their number one decision factor when selecting an organization to do business with. Recent research shows that almost 1/3 of customers chose the quality of customer service as their top priority over price, product or brand.

Amazing Business Radio: Keith Pearce

ShepHyken

Keith Pearce From Salesforce Talks About Your Most Competitive Differentiator: Customer Service. What are the major trends that are evolving in customer service, what do you need to do to keep up, and why? Further, empowered customers expect their customer service to be personalized.

Speed Limit: 23

Wired and Dangerous

Just like customer service! Customers today are bored with ho-hum, pretty good, nothing special service. As customers, we like surprise; we ignore bland. And, finding innovative ways to make your service experience different from others is a key to building loyalty!

Why First Call Resolution May Not Improve Your Customer Satisfaction Scores or NPS Scores

Pretium Solutions

Not only will good first call resolution results save your company money, they also suggest a better outcome for your customer. So it just follows that good first call resolution performance should improve your Customer Satisfaction (CSAT) scores and NPS scores, right?

Loyalty Begins with a Value Proposition

Amity

You might be surprised to learn that some purchases actually increase customer churn. After buying software, many customers discover that it’s not a good fit for their needs, which prompts them to cancel their subscriptions. With new revenue alone as the goal, a large number of companies waste significant time and money attracting and attempting to keep the wrong customers. The more relevant your solution, the more your customer will perceive value and purchase from you.

Making the Customer Experience Magical – The Power of Surprising and Delighting Customers!

ijgolding

A great deal of my work as a Customer Experience Specialist involves the recounting of stories. As students of Customer Experience will attest, the use of storytelling to ‘bring to life’ the benefits and consequences of ‘operationalising’ Customer Experience is hugely beneficial.

Podcast: Inside Madison Avenue’s Loyalty Challenge, with Michael Farmer

Bain

Ad agencies, which previously thrived in what was once a loyalty-based industry, now face new competition as they struggle to hold on to client relationships. Advertising fee structures have also changed, along with customer expectations.

How loyal are you to your customers?

Vision Critical

If there’s one thing your customers don’t lack, it’s options. In a world abundant with choice, how can companies win the long-term loyalty of customers? The study, called Wantedness, reveals eye-opening insight on what it takes to attract and retain customers.

Your Journey Map is Incomplete without Competitors

360Connext

Mapping the journey your customers take with you from their perspective can be a very powerful tool. Who is the customer, exactly? If it’s only to sell more or sell better, then it’s not about the customer, really. Getting to know your business customer is a process.