The market is changing and customers are changing with it. So are their expectations. Good products or services are not enough, more is needed to create lasting value for your customers. And consequently, for yourself. But how do you do that?
Expectations helps improve your operating result by improving your customers’ results. To do that, we take your customers’ expectations as a starting point. You can only add value if you really know their expectations.
We combine elements of a customer satisfaction survey, needs assessment and the digital customer arena enabling you to collect valuable qualitative information that really helps you and your customers move forward.
Want to conduct a customer satisfaction survey? Opt for customer expectations!
Assessing is monitoring whether expectations have been met. So, ask about customer expectations rather than satisfaction.
The Expectations Monitor enables you to identify your customers’ expectations. With this user-friendly digital tool, you ask them just one question: what does the customer expect from your relationship? No endless input fields, no asking them what you already know. The valuable qualitative information this generates forms the basis for a thorough analysis and a concrete step-by-step plan. Expectations will help you with that.
As you choose which customers you invite to participate, you can adopt a targeted approach. Your customers will appreciate the personal approach of using the Expectations Monitor, as the extremely high response rate of 65-75% reflects. This is much higher than for a customer satisfaction survey.
Does this sound familiar? You see ways of setting yourself apart from the competition by adding more service to your product. That is technically possible, but is it what customers want? And what are the consequences for the internal organization? It looks good from a marketing and sales point of view, but often proves more difficult in practice. Servitization is only successful when customers’ expectations, the competences within the internal organisation and processes, technical application and the revenue model are aligned.
Lasting relationships between people are based on trust. And the only way to earn trust is by fulfilling expectations. But 'expectation’ is such an abstract concept, how can you define that? Expectations have 7 common characteristics.