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customer expectations Tagged Articles



Is Your Technology Solutions Destroying Customer Loyalty?
Customer expectations are part of the customer loyalty formula. With technology increasing at what sometimes appears to be warp speed, this is also increasing the sales expectations of those very same technology conditioned consumers.
Are your people providing STAR service?
Here are the 5 points of ALL STAR customer service.
In Marketing - one size does not fit all
One of the great things about travelling overseas is that it makes you look at things from a new perspective. I have just returned from a trip to Japan and was fascinated by the number of international brands operating there and how they prosper in what are very different trading conditions from their home countries and Australia.
Are Your Operations a Well-Oiled Machine?
“Customers now penalize businesses that infringe on their time, whether through delays, mistakes, or inconveniences.” Have you ever had that “customer from hell” who was unreasonable in her demands? Did a minor “screw up” in serving the customer cost you big bucks? Have you ever considered what it costs you to make a mistake? A mistake is a waste. "Waste is worse than loss." Thomas Edison

The Realities of Service Excellence during Recovery
The primary focus of your company’s operations especially during a recovery period should be on having uniformly “Excellent Customer Service”. We define Service Excellence simply as “doing what you say you will do”. This involves setting customer expectations and then delivering on them. If Reality Exceeds Expectations then the Customer Will be Happy

Are you or your employees engaged with your organisation?
Although the term 'employee engagement' is relatively new, the underlying concepts have been around for many years. Cultural change programs often have a similar focus, as do internal branding programs. Do you have it? Does your organisation have it? If you don’t, take action NOW.

Other customer expectations Related Articles

Handling Angry Customers
We’ve all had the joy of being faced with an angry customer for one reason or another. Sometimes it is something your company has done to upset him; such as a late delivery, poor service, a flawed product or a billing problem. Sometimes it’s something you did or didn’t do personally; such as forgot to follow up, messed up his order or just ignored him as a customer. And sometimes it’s something in the customer’s mind or his perception that you or your company did, when in reality it was just that his expectations weren’t set correctly. Whatever the reason, you must deal with an angry customer and do it in a respectful, professional manner.
Where is the Red Cape --- Maximizing Counter Sales
As a counter sales person, when a customer walks through the door, you are generally the person they are looking for. The customer wants to place an order and expects you-the counter sales person-to take care of them. Although this encounter is usually brief, let's examine what the customer's overall expectations may be. What do customers expect of counter sales professionals? Since the customer's perceived value of you as a supplier drive their expectations, knowing the answer to this question is important to meeting expectations and building relationship equity. Today's customers expect more than free coffee and popcorn at the counter. They expect a more than satisfactory experience with the people that represent the company they are doing business with.
Revolutionary Leadership in Today's Economy Part 1
Today’s leadership is far more complex than just ten years ago. Customers’ expectations have risen, and with higher expectations come the need for organizations to meet those expectations. Thus, leaders now have a greater responsibility to perform and to manage higher levels of performance.

What Does Your Customer Really Value?
As a salesperson once you learn what the customer’s value expectations are, you will do more than just close the sale...

Is Your Technology Solutions Destroying Customer Loyalty?
Customer expectations are part of the customer loyalty formula. With technology increasing at what sometimes appears to be warp speed, this is also increasing the sales expectations of those very same technology conditioned consumers.
The Opinion that Counts
We always live up to the expectations that we have for our lives. Sometimes, these expectations are those we have of ourselves, but too often these are expectations that we allow other people to place upon us. If we're not careful, we can find ourselves winning someone else's battle while we lose our own war. For years, societal pressure and the media have encouraged us to keep up with the Joneses. Unless your last name is Jones, there is no practical or logical reason you should set your standards based on theirs.

The Realities of Service Excellence during Recovery
The primary focus of your company’s operations especially during a recovery period should be on having uniformly “Excellent Customer Service”. We define Service Excellence simply as “doing what you say you will do”. This involves setting customer expectations and then delivering on them. If Reality Exceeds Expectations then the Customer Will be Happy

Using Freebies To Get Consumers Feedback
Feedback is very valuable from your customers. Customer feedback on surveys or other forms of feedback can give you valuable information about how well your company has met the expectations of your customers. If your company has not done so well to meet those expectations, you can make changes; if your company has done very well, you can make plans to continue to meet those expectations.

Are You A Good Customer?
There are great books on the market about customer service: Raving Fans, Contagious Customer Service and Exceeding Customer Expectations. All good books, however, none address a core issue required for receiving great customer service from vendors and suppliers: be a good customer.

6 Tips for Setting Better Client Expectations
As an experienced business consultant I see issues with client expectations all the time. Businesses don't want to say ‘no' to customers during the sales process. They don't want to tell a new potential customer the truth about how long, how difficult or how costly it will be to achieve the desired result. They want to say ‘yes' and get the new customer to say ‘yes' so they overpromise. Somewhere down the road, your customer will question the promises you made and start to wonder why their expectations haven't been met. The natural reaction to losing clients is to assume the problem was with them-they didn't give you enough time or enough budget and they wanted the world in return, right?
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