Maximizing Client Expectations in Business after Covid-19 by Robert Paisola Read By Amazon Audible

For businesses understanding customer expectations can be crucial because it acts as the foundation of customer engagement strategies. Learning expectations also helps to increase customer satisfaction and loyalty.

Here are the different types of customer expectations:

• Implicit expectations –  are based on business performance and formed by experiences such as comparison with the products or services of the competitors.
• Explicit expectations –  refers to well-identified product performance standards, quality of the product, and services rendered by any company.
• Interpersonal expectations –  reflect the relationship between a customer and brand across the customer lifecycle.
• Static performance expectations – refer to the front-facing elements of your brand such as accessibility, customization, dependability, etc.

Key factors that influence customer expectations

A critical part of managing client expectations is understanding the factors that can influence their perceptions. Unable to meet consumers’ standards translate to low conversions and customer retention rates. By analyzing the reasons, you will be able to understand your client expectations and how to meet their demands.

Here are some key factors that shape your customer expectations.

• Previous experience with other brands – The previous experience with your competitors can shape client expectations from you. They might model their preferences based on what other brands can do for them. If you fail to outshine your competitors, you can not win your customers.
• Communication strategy – What you communicate to the customers, through support or marketing channels shapes t