Customer loyalty depends on more than satisfaction with the products or services provided. The cooperation between you and your customer plays a major role in loyalty. Trust is key.
Knowing and meeting customer expectations is vital to building and maintaining trust. So, you don't wonder what the customer can do for you; you ask the customer what you can do for them. The high response percentage of the Expectations Monitor actually reveals that customers are only too pleased to share their expectations with you: because that is in their own interests as well.
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.