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Experiences (module 2) - Coggle Diagram

- - - - Explicit expectations are the ‘musts’ that customers already have in mind before they make a purchase or a decision about a purchase (Mladenov, 2022). Some examples are things like the price, delivery time or the quality.
    - - Are the basic assumptions customers have about a service or a company (Mladenov, 2022). They are unspoken assumptions (Watts, 2017). Usually they are based on what someone has heard from their friends or family.
        For example: customers expect to get priority as they are regular customers or you expect a company to know the customers sales history.
    - - Interpersonal expectations are the way that customers expect their interactions with the employees of a company to be.
        An example is how quickly a business responds to customers phone calls or reply to their emails. Furthermore, the quality of customer service and whether a company has a good or bad reputation with their customer service.
    - - Digital expectations are expectations that the customers have when they interact with a company online. Through a website, an app on their phone, social media, a quiz etcetera. It is important that all these online channels are user friendly for the customers and they should provide the necessary information about a brand and it product or service.
    - - Dynamic performance expectations are expectations regarding how your product or service should change over time. It is about the changes that are needed to meet future requirements (Tyagi, n.d.).
    - - Refer to the overall performance and quality of the brand. Elements that play a role are accessibility, customization, dependability, punctuality, user experience, and accuracy play (Tyagi,n.d.).
    - - Continuous development of technology makes consumers want more, for examples customers look forward to the newest iPhone. (Brewster, n.d.).
    - - Situational expectations are most of the times unpredictable and change over time. These are affected by the customer’s experience both pre- and post-purchase (Brewster, n.d.).