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Last updated on 2024年7月1日

How do you meet customer expectations?

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Meeting customer expectations is a key factor in delivering excellent customer service and building customer loyalty. But how do you know what your customers expect from you and how do you meet or exceed those expectations? In this article, we will explore some practical tips and strategies to help you understand and satisfy your customers' needs and preferences.

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Stephen Bucci

General Manager - Service Operations at KGM UK

2 个答复
Ahmed Said Abdelwasie

Operation Manager
Olivier Clarisse

Responsable Ateliers automobile GROUPE CAT

1 Know your customers

The first step to meeting customer expectations is to know who your customers are, what they want, and how they behave. You can use various methods to collect and analyze customer data, such as surveys, feedback forms, reviews, analytics, and customer relationship management (CRM) systems. By segmenting your customers based on their demographics, behaviors, preferences, and needs, you can tailor your products, services, and communication to each group and create more personalized and relevant experiences.

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Stephen Bucci

General Manager - Service Operations at KGM UK
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The most important commodity that you can offer your customer is time, in a world where businesses are rushing to replace customer services operatives with AI chat bots. Human discussion and making somebody feel listened too and understood is what separates the successful from the sufficient.

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Ahmed Said Abdelwasie

Operation Manager
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In fact guest satisfactions comes when they feels at home the moment they entered the property or the the restaurant until they leave small details makes different always letting the team engage and know and read their guests making sure they go beyond to meet their expectation and delivered as what they expect to be and definitely as well getting their preferences and what they like and dislike makes different and definitely management touch and approach is important for guest as they will feel they are value for the place as well feedback always value for the team and the place to improve and enhance always to meet and go beyond guest expectations

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Olivier Clarisse

Responsable Ateliers automobile GROUPE CAT
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Le client, dans beaucoup de secteur d'activités, est un pilier centrale, il faut savoir l'écouter avant tout, créer un lien de confiance, échangé pour mieux le conseiller et faire preuve d'empathie.

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Stefania Leone, R.I.B.O.

Personal Insurance Advisor III at BrokerLink Your Insurance Broker with a Heart! ??
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Communicating effectively is essential. Listening to what the client is asking for and being able to execute it quickly and efficiently separates you from the competition. When you provide excellent customer service, the client remembers that experience and that is where the value is. This helps to foster a trusting relationship and retain the client.

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2 Set clear and realistic expectations

The second step to meeting customer expectations is to set clear and realistic expectations for your customers and yourself. You can do this by communicating effectively with your customers, informing them about your products, services, policies, and processes, and managing their expectations throughout the customer journey. You can also use social proof, such as testimonials, ratings, and reviews, to showcase your value proposition and credibility. By setting clear and realistic expectations, you can avoid misunderstandings, disappointments, and complaints, and increase customer satisfaction and trust.

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Armando Ouano

Team lead, accountant, internal auditor, food service operations
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I agree but, some customers needs are beyond your expectations. In this situation you need to respect his or her wants but letting her know that you’re doing everything in your power to satisfy him or her without hurting his or her ego. When the customer realized soon that everything has been done and yet he or she was not satisfied, the customer will understand and walked out satisfied and for sure the customer will come back. Respect is the highest form of innermost honesty emotion that move even the highest egotistical individual

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3 Deliver on your promises

The third step to meeting customer expectations is to deliver on your promises and provide consistent and high-quality service. You can do this by following through on your commitments, meeting or exceeding your customers' standards, and resolving any issues or problems quickly and effectively. You can also use performance indicators, such as service level agreements (SLAs), key performance indicators (KPIs), and quality assurance (QA) measures, to monitor and improve your service delivery and outcomes. By delivering on your promises, you can demonstrate your professionalism, reliability, and value, and build customer loyalty and retention.

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Stephanie H.

Customer Advocacy Representative at Wisper ISP
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I have experience in using our KBI and data in our restaurant to turn and focus on what we improve on. Either it would the times the customers had to wait to the quality of the product, Data speaks on so many levels. It's important to hold your team and yourself accountable. Keep your commitments and build your relations with your customers.

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4 Seek feedback and act on it

The fourth step to meeting customer expectations is to seek feedback and act on it. You can do this by asking your customers for their opinions, suggestions, and complaints, and listening to them attentively and empathetically. You can also use various channels and tools, such as surveys, feedback forms, reviews, social media, and chatbots, to collect and respond to customer feedback. By seeking feedback and acting on it, you can show your customers that you care about their needs and preferences, and that you are willing to improve your products, services, and processes based on their input.

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5 Anticipate and exceed expectations

The fifth step to meeting customer expectations is to anticipate and exceed expectations. You can do this by understanding your customers' pain points, goals, and desires, and offering them solutions, benefits, and value-added services that go beyond their expectations. You can also use surprise and delight tactics, such as discounts, rewards, gifts, or personalized messages, to create memorable and positive impressions. By anticipating and exceeding expectations, you can create wow moments, differentiate yourself from the competition, and increase customer satisfaction and advocacy.

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6 Learn and improve continuously

The sixth and final step to meeting customer expectations is to learn and improve continuously. You can do this by keeping up with the latest trends, technologies, and best practices in your industry and market, and adapting your products, services, and processes accordingly. You can also use data, feedback, and metrics to measure and evaluate your performance, identify gaps and opportunities, and implement changes and improvements. By learning and improving continuously, you can ensure that you always meet or exceed your customers' expectations and deliver excellent customer service.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you meet customer expectations?

1

2

3

4

5

6

7

1 Know your customers

2 Set clear and realistic expectations

3 Deliver on your promises

4 Seek feedback and act on it

5 Anticipate and exceed expectations

6 Learn and improve continuously

7 Here’s what else to consider

Customer Service

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How do you meet customer expectations?

1

2

3

4

5

6

7

1 Know your customers

2 Set clear and realistic expectations

3 Deliver on your promises

4 Seek feedback and act on it

5 Anticipate and exceed expectations

6 Learn and improve continuously

7 Here’s what else to consider

Customer Service

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感谢您的反馈

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