From the course: Managing Customer Expectations for Managers

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Understand today's customers

Understand today's customers

From the course: Managing Customer Expectations for Managers

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Understand today's customers

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- In this video, we're going to look at how customer's develop their expectations. Also, share a few trends that may impact your company. Generally speaking, customers develop their expectations from four sources. Our communication to the customer, the customer's past experience doing business with our company, work-of-mouth feedback from other people, and experiences the customer has doing business with other companies. The first two we can control. We can set clear expectations when we communicate with customers and we can work hard to make sure customers have a consistent experience when they do business with us. Word-of-mouth is a little bit more difficult. People sometimes spread incorrect information about companies, especially when they write an online review. If customer's review your organization online, it's important to proactively manage your online reputation. The last source of expectations is other companies. Customers develop expectations based on how they interact…

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