Question

Customer expectations form an important element of quality. A service that fails to meet the expectations of one customer may be considered by them to be quality while another customer receiving an identical service but who did not hold such high expectations may consider the service to be of high quality. Justify with suitable example.

Answer 1

Answer of the above question is given below.

Customer service decision-makers want to meet those expectations — at least in concept. Nearly 95% of leaders say providing a good customer experience is their top strategic priority, according to recent Forrester research. Three-quarters of them want to use customer experience as a competitive advantage.

To them, the idea and intent looks great on paper. The actual implementation is quite a bit different. You see, many don’t have the means to improve the experience in the ways customers expect them to. Just 37% of leaders have a dedicated budget for customer experience improvement initiatives, according to the Forrester research.

With or without a budget geared toward meeting expectations and improving the customer experience, leaders need to know what customers want now and how it will drive their satisfaction and loyalty. Then they can focus efforts on meeting expectations and driving results — much like the companies we’ll talk about here.

Here are customers’ latest expectations and the companies that are meeting them:

Expectation No. 1: More personalization

It’s kind of ironic that in the far-reaching, all-encompassing online world we have come to embrace, in which so many business and personal interactions can be anonymous, customers want very personalized experiences.

Expectation No. 2: More options

Now that you’re thinking about how you can make service more personalized, you might as well add a Part B to that list.

Customers want self-service, voice, digital and social means to interact with a company and its people — and they still expect each to deliver a personalized experience.

Expectation No. 3: Constant contact

The majority of customers don’t find advertising, promotions and “just touching base” as a nuisance. They expect some follow-up efforts to fill in their customer experience. It’s a request that can benefit business as well. Keeping in touch can deflect incoming contacts, which can reduce costs and boost customer satisfaction and revenues.