Loyalty marketing - Wednesday, October 15, 2008 9:22 - 0 Comments

CUSTOMER EXPECTATIONS VS. CUSTOMER NEEDS

>>by Ray Miller

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…