Managing customer expectations.
Few phrases sound as common yet betray such a fantastical goal. The concept itself, to some degree, is misleading. So many variables go into creating customer expectations that it seems almost quixotic to attempt to manage them.
Let’s just take a look at some of the inputs that go into creating customer expectations:
- Social Media
- Word of Mouth
- Marketing (more on marketing and customer expectations)
- Public Relations (more on PR and customer expectations)
- Similar Experiences
- Competitive Experiences
- Previous Experiences with Your Company
- Individual Psychology
- Cultural Norms and Expectations
- Interactions with Staff
The items highlighted in blue are the items customer service reps and service managers have fairly significant control over. Glance back at the list one more time. You will not see much blue.
That leaves a whole lot of managing customer expectations outside of our direct control.
Now, before we throw up our hands and give up, let me tell you why attempting to manage customer expectations is still a worthwhile endeavor. Read More