Digital customer arena for a customer needs survey
A customer arena is a good way of discussing needs and expectations with your customers and your own organisation. That is necessary, because around 80% of customers do not believe that the salesperson really knows their business. Nevertheless, a customer arena is often a time-consuming activity that demands a lot from both you and your customer. In addition to which, in these times of Corona, it is not even possible to meet customers on a wider scale.
That is possible with Expectations Monitor. By identifying and discussing customer expectations, you can achieve the same result as with a customer arena. You can then internally share and discuss the information collected. As the customer is the one who provides the information, the expectations are not colleagues’ interpretations. Moreover, they remain neutral and unfiltered.
What others say about Expectations
"Thanks to Expectations we are well on our way to reaching premium-brand level"
The Expectations Monitor
The perfect tool to stay ahead!
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.