Although most companies value meeting customer expectations as a priority, many do not invest the time and resources in investigating what customers have come to expect. The gap between actual consumer expectations and the company’s perceptions of the customers’ expectations can lead to lower levels of customer satisfaction and product / service performance. This is especially true in the services industry due to the intangible nature of the service being provided.
As I alluded to in A Day in the Life, Part 1, you need to build-in time to contact your customers to get unfiltered and honest feedback. Not everyone will want to talk to you, and that’s ok. Don’t forget that they are busy, so remembering to be flexible and respectful of their time will… Read More
When was the last time you surveyed your customers? Do you know their wants, needs, requirements, points of interest, and more importantly, pain points? It’s relatively easy to make assumptions about your customers’ experiences, and most of us do it on a daily basis. But what really makes them tick? If you aren’t sure why… Read More