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Manage customer expectations - Coggle Diagram
Manage customer expectations
distinguish customer need , wants and expectations
Wants
Customers wants to be treated and what they desire
Needs
Fair price , good service , good product , feel valued
Expectations
What customers expect , having a set of ideas in their minds about the products , service
implications
identify what the customer needs and provide advice on the best choice to solve the problem
Factors that influence customer expectations
competitor
industrial benchmark
mass media
word of mouth
Past experience
moment of truth
interaction between the customer and the customer service
customer touch point
interactions before , during or after the customer purchase a product or services
Reasons why customer would stop using a product or service
Business is not engaging enough
Business is not showing the value
product/service does not meet their expectations
Competitors are better than the business
Business offer poor customer service
Ways to meet the needs and expectations of a customer
Establish the need and expectations
Provide the resolutions
Know the customer
Go the extra mile
Three level of customer expectations
Emotional Expectations
Delightful expectations
Practical expectations