Asking about expectations is the ultimate form of customer focus. It shows you are interested in your customer's perception, helps you to understand them and to discover how you can really help improve their result. As the focus of customer dialogue is in the near (or more distant) future, Expectations Monitor gives you maximum influence on the extent to which customer expectations are met.
Focusing on expectations will also have a positive effect on your own organisation. As you will be looking ahead rather than back, all disciplines will influence the realisation of success. Everyone can use their own professionalism to live up to expectations: from Marketing to Production, from Sales to HR. This creates ownership for the solutions throughout the organisation.
What others say about Expectations
"Thanks to Expectations we are well on our way to reaching premium-brand level"
De Expectations Monitor
Truly contribute to enhancing customer outcome
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.