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Expectations - Coggle Diagram
Expectations
Different type of expectations
Physical environment
Smell
Light
Temperature
Social context
Other customers
Staff
Relatives/colleagues/friends
Personal expectations
Purpose of buying/visiting
Personality
Skills/knowledge
What influences expectations?
Brand identity
Social media platforms
Marketing; mouth-to-mouth
Personal needs
Past experiences
Reviews on different platforms
How to meet expectations?
Customer satisfaction survey
Talking to customers to get to know their need and wants
Look at reviews
Knowing the target audience
Being transparent in what you offer
Benchmark with competitors
Consistency of companies, which will hopefully lead to loyalty of customers
Well trained staff
SERVQUAL model
How to exceed expectations
Scope out your competitors
Following up by customers their opinions
Personalization
Doing ''the extra''
Service recovery paradox
