75% of tech companies believe servitization and full-service strategies will soon become key issues. Due to technical developments, and the focus on sustainability for example, simply delivering products or services is no longer enough. Customers expect additional services. Yet only one third of companies have developed a detailed approach to these developments. With the Expectations Monitor, you know what your customers expect from you and how you can prepare for that.
Anyone who wants to focus on a full-service strategy would do well to clearly chart their customers’ needs and expectations. The Expectations Monitor can do that. It is subsequently important to implement this strategy step by step and sector by sector, as they will call for different approaches, competencies and behaviour. Expectations can help you with this.
What others say about Expectations
"Thanks to Expectations we are well on our way to reaching premium-brand level"
The Expectations Monitor
Take a targeted approach to servitization or a full-service strategy
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.