How well do you know and understand your customers' expectations?
And why are they important?
Merriam-Webster defines an expectation asa belief that something will happen or is likely to happen.
But where do those beliefs, those expectations come from?
There are a variety of ways that customer expectations are formed:
Expectations are funny things:
Understanding your customers' expectations helps you deliver against them - and deliver a great experience. The equation goes: Performance - Expectations = Satisfaction.
When the company and its employees know and understand those expectations, they can develop products and services, deliver service, interact with customers, and more in such a way that ensures they meet or exceed those expectations.
Yup. Expectations are funny things. It's why we see some of the quotes that we see, like...
"Blessed is he who expects nothing, for he shall never be disappointed." - Alexander Pope
"You are your own worst enemy. If you can learn to stop expecting impossible perfection, in yourself and others, you may find the happiness that has always eluded you." - Lisa Kleypas, Love in the Afternoon
"I find my life is a lot easier the lower I keep my expectations." - Bill Watterson
"My expectations were reduced to zero when I was 21. Everything since then has been a bonus." - Stephen Hawking
"Expectation is the root of all heartache." - William Shakespeare
Because expectations are important and interesting, they're a topic that makes the rounds of discussions, podcasts, and blog posts. Great to keep them alive!
So it was great when, last week, Stan Phelps and I were invited to join the CMSConnected Show to answer the question, "Are Expectations Too High for Customer Experience?"
It was an engaging discussion, with hosts Stephen Saber and Scott Liewehr digging in to really try to understand the why behind these expectations. We answered questions like:
To hear the answers to those questions and more, please have a listen to the show .