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Customer expectations refer tocustomerhopeenterpriseProvidedproductOr the service can meet their needs. If this expectation is met, customers will be satisfied. Otherwise, customers will be dissatisfied.
Chinese name
Customer expectations
Meaning
Plays a key role
Comparison
Combine expected quality with experience quality
Reflection
What customers want to happen in products or services
Customer expectations play a key role in customers' cognition of products or services.customerIt is to compare the expected quality with the experience quality, so as toService qualityTo assess whether expectations are consistent with experience has become a decisive factor in product or service quality assessment.Expectation, as a standard for comparative evaluation, reflects what customers believe will happen in products or services（forecast）It also reflects what customers want to happen in products or services (wishes).
Administration
Announce
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Effective management of customer expectations can be achieved through the following aspects:
1. Ensure the fulfillment of commitments.Clear product orService commitment(e.gadvertisementandPersonal promotion）And implied product or service commitments (such as product or service facility appearance, product orService price）, which can be controlled by the enterprise. Managing them is a direct and reliable way to manage expectations.Enterprises should focus on basic service items, and through practical efforts and measures, ensure that the commitments made to customers can reflect the true service level, and ensure that the commitments are fully fulfilled.It is difficult to fulfill excessive commitments, which will lose the trust of customers and undermine their tolerance, which is detrimental to enterprises.
2. Attach importance toproductOr service reliability.Reliability is undoubtedly the most important of the many criteria for customers to evaluate service quality.Improving the reliability of service will bring higher retention rate of existing customers, increase positive customer reputation, and reduce the pressure to attract new customers and the cost of re service.Reliable service helps reduce the need for high-quality service to reappear, thus reasonably limiting customer expectations.
3. Adhere to the regularity of communication.Frequently with customerscommunicateUnderstand their expectations, explain the service, or express gratitude to customers for coming, so as to gain more understanding from customers.Through regular dialogue with customers and strengthening the contact with customers, you can be in a relatively active position when problems occur.The enterprise actively initiated communication and expressed concern about the communication initiated by customers, both conveying the desire for harmony and cooperation, which customers often hope for but rarely get.Effective communication helps to reduce or eliminate customer disappointment in the event of service failure, so as to establish customer satisfactionenterpriseConfidence and understanding.
