Loyalty marketing
Loyalty marketing - Wednesday, October 15, 2008 9:22 - 0 Comments
CUSTOMER EXPECTATIONS VS. CUSTOMER NEEDS
The first rule of stellar service delivery is: Service is all about expectations..
You buy a product; you expect it to work the first time. You go to a discount supplier, you expect the quality to be less than the high end dealer, but you still expect what you buy to work, first time every time. When it comes to products, expectations are pretty clear. People expect a good quality product based on the price they are willing to pay for it. When it comes to service, expectations can get a little fuzzy.
When a customer begins a relationship with you he or she already has a specific set of expectations. These expectations are based on their perceptions of you, your company and your industry. They are formed through personal past experience, and the experience of others with whom the customer interacts. Continue…
Most Popular Content
- Innovation: Video inside print magazine
- Did you know 4.0 - new version of the Shift video
- Chris Anderson video interview: Free the future of radical price
- Study: Facebook campaign for B2B marketers
- CMO Trends 2010 Survey
- Social media: Sprite takes Youtube and Facebook to the next level
- Internet marketing in Cyprus
- Das neue Bundesdatenschutzgesetz (BDSG) – Die neuen Herausforderungen für Vertrieb und Marketing… Von Opt-Out zu Opt-in !
- Cavendish Hotel, London, United Kingdom - video
- The social media revolution video
- Michael Leander talks to Drayton Bird
- Post trackbacks and comments to remote blogs automatically with Trackback Submit...
- Post trackbacks and comments to remote blogs automatically with Trackback Submit...
- Post trackbacks and comments to remote blogs automatically with Trackback Submit...
- I want to quote your post in my blog. It can?
And you et an account on Twitter?...
- Fantastic article. I wish I had time to write such articles.
I am hoping to s...
- Very interesting- but I could have told you that putting a picture of you on the...
- You also could consider to integrate - on your own webpages - a web application ...
- With Internet marketing, it is really important to think about the customers bec...
