More and more customers expect additional services. Good products or services alone no longer suffice. Use will become more important than ownership, offering new changes in respect of value proposition. Yet many companies continue to think inside-out. They want to improve existing services or products, but fail to consider new possibilities.
Business methods are also considered very important. Almost half of customer expectations are immaterial. Research even shows that 84% of customers feel that in a B2B customer relationship experience can be more important than product and price.
The Expectations Monitor enables you to respond to both these aspects: you gain insight into the business method and discover new value creation opportunities.
What others say about Expectations
"Thanks to Expectations we are well on our way to reaching premium-brand level"
The Expectations Monitor
New possibilities for value creation!
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.