Please enable JavaScript.
Coggle requires JavaScript to display documents.
Unit 4 Manage customer expectation - Coggle Diagram
Unit 4 Manage customer expectation
distinguish a customers wants and need, want and expectation
Wants
how they would like to be treated
Expectations
is what the customer has a set of ideas in their mind about a product
Need
refers to what the customer requires to solve a problem
Factors that influence customer expectation
Competitor
Industrial benchmark
Mass media
word of mouth
Past experience
Reasons why customers would stop using a product and or service
business is not showing value
competitors are simply better
business is not engaging
product/service doesn't meet expectations
poor customer service
Ways to meet the needs and expectation of customers
Establish the Needs and Expectation
Provide the resolution
Know the customer
GO the extra mile
3 levels to customer expectation
Level 2 Emotional expectation
Level 3 Delightful expectation
Level 1 Practical expectation