Expectations: The Mother of All Frustrations

Consumer Products & Retail

August 17, 2017 / 1 min read

Topics

Customer Experience

Expectations: The Mother of All Frustrations

How are your customers’ expectations created, how should you measure them, and where do you start?

Consumers decide to do business with your business because they have expectations of it, mainly about the products and services offered. These expectations are created, among other things, on the basis of the business’s image, its marketing efforts, previous customer experiences, word of mouth and feedback from other customers. Even though businesses play an important role in defining these expectations, they also owe it to themselves to be thoroughly familiar with and understand them. To achieve this, businesses set up tools to measure both customer satisfaction and customer expectations, so they can prioritize their actions in areas with the greatest deviations.

Would you like to measure your customers’ satisfaction and expectations so you can prioritize your actions? Why not contact us to set up a mystery shopper program?

Source: http://www.cx-journey.com/2017/08/expecations-mother-of-all-frustrations.html


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