Customer Expectations – is your customer experience playing up to their assumptions…
Expectations.
Every interaction your organisation has with customers is based on expectations. They expect a certain level of service, expect a certain level of interaction with staff. and expect a certain kind of experience. These assumptions are made before they even begin an interaction or conversation with you. They come to the table with a number of assumptions already in place.
Scientific studies have shown that these assumptions made by others, impact how you react and behave towards them. The expectations your customers make about your organisation, are impacting how your staff behave towards them.
Your customer experience is potentially being influenced by your customers expectations.
Do feel your staff play out to your customers expected behaviours? What steps have you undertaken to help combat this social influence?
Thanks to Psyblog for the original post
By Colin Shaw | Published: March 17, 2010