What are the best ways to set customer expectations?

It’s crucial to recognize that individual expectations are multifaceted. They stem from a complex web of historical interactions with various brands, personal biases, memories, and cognitive processes. Every interaction, whether positive or negative, molds these expectations. Customers rely on memory shortcuts or heuristics for swift decision-making and setting expectations, although these shortcuts aren’t always precise representations of past experiences. Emotions, significant events, and interpretations further influence this cognitive process. Understanding this complexity is key to managing customer expectations effectively.

I’d simply say “Under Promise and Over Deliver”; this doesn’t mean you under commit what you’re capable of, this means you set realistic expectations and and then exceed them to delight customers.

Being realistic and honest is the key here. Especially if you are in the infant stages of a new working relationship. Delivering on-time, as intended, is the best way to build trust in a new or existing relationship. It is always better to under-promise and over- deliver VS over promising and underdelivering.

Project mapping is an essential practice when collaborating to work towards an outcome or goal - be it external or internal. Identifying triggers for acceleration, deceleration or stalling will help set realistic expectations as you map backwards from a target deadline, allowing you to 1) align and agree on priority tasks vs low-value activities, or 2) move the deadlines based on need.

You've heard about "under-promise" and over-deliver", but when it comes to the customer experience it's "promise and deliver". Consumers today have high expectations for service (often unrealistic). Be honest and sincere in approach, always making customers valued.

When interacting with customers, I always tell my team members to keep their language plain and simple and stay clear of all the complicated vocabulary. We need to work on customer's journey that is very easy and barrier-free for them to do business with, and for them to be easily able to interact with the brand.

Recognize the diverse background and knowledge levels of your customers. Convert complex technical jargon into plain, relatable language.

People are just people. Being open and transparent adds a layer of humanity to things and allows for proper relationship building and your customer to feel like they can tell you when something is amiss rather than holding it in and you only find out about it when it is too late.

No one wants to be tricked into a project, or hand their budgets to people they don't trust. Acknowledging blind spots, finding resolution options, communicating openly and without delay sets the tone for integrity and trust.

In business situations we frequently avoid discussions that we think might/will intensify emotion and escalate the situation/challenge. Left unaddressed is most likely a critically important issue. We attack and defend, driving others away with our feedback, or we avoid and withdraw, offering no input at all on important issues. Neither option works - we need to sit at the table together and communicate in a transparent manner about their expectations and how we can meet or exceed them.

Precisamos entender que a rela??o com o cliente é uma via de m?o dupla. Os Clientes 4.0 est?o altamente conectados, bem informados e esperam experiências de usuário fluidas e personalizadas em todos os canais, seja online ou offline. As empresas est?o utilizando dados para entender melhor as necessidades e preferências dos clientes, antecipar seus desejos e oferecer produtos e servi?os adaptados às suas demandas individuais.

In my experience of over a decade in working with B2B client interaction, managing and exceeding client expectations is not about flashy marketing or empty promises, it's about building trust, which is the bedrock of any successful relationship. To set customer expectations effectively, start by being crystal clear about what your product or service can deliver. As cheesy as this sounds, under promise and over deliver.

Managing and exceeding expectations is the ultimate approach to setting customer expectations, as evident in the United Club experience. I'm currently in a Phoenix UC. United Airlines not only consistently meets my expectations but often goes the extra mile. They manage my anticipation of a comfortable pre-flight space and then exceed it by offering exceptional service, well-maintained facilities, and various amenities. By consistently delivering and occasionally surpassing what they promise, UA creates an environment where loyalty thrives. Setting the bar high and consistently exceeding it is a powerful way to leave customers feeling delighted and confident, cementing their trust and devotion to the brand. What do you guys think?

It starts with a Customer-Centric Culture. What does that mean? It's ensuring that every team member, from sales to support, understands the importance of setting and managing customer expectations. This requires incentivizes that drive the desired behaviors and strong leadership to reinforce necessary corrections with clear accountability. A customer-centric approach can lead to more consistent and positive interactions across all touchpoints. On the customer's end, setting expectations is a continuous process that requires clear communication, transparency, and a commitment to delivering value. By focusing on these best practices, companies can build trust, foster loyalty, and ensure long-term customer success.

Communicate! When customers understand the rules, their expectations can change. For example, if you are not able to respond to social media inquiries 24 hours a day, make sure that your profile indicates the hours that you are available. Then customer expectations will be aligned to the actual service experience.

The best customer expectations come from honesty - not overpromising perfection. Yet companies still market wishful thinking, breeding disappointment. Set realistic expectations by communicating transparently, even if it means lower sales. An electronics firm admitted their smart speaker couldn't handle noisy environments, losing sales but gaining loyal fans impressed by the candor. Don't boast you have the "best" product when you don't. State benefits accurately even if rivals exaggerate. Undersell then overdeliver to build trust. With authentic communication, customers become partners not adversaries. They'll accept imperfections if given realistic expectations. Truth engenders trust - the foundation for lasting business relationships.

Not sure I am understanding properly here. Companies must adapt to customer needs and expectations, rather than expecting customers to adapt to their processes. Customer expectations are shaped by a combination of factors, including the promises a company makes, the evolution of tech, as well as the benchmark set by competitors and industry leaders. Amazon's commitment to timely deliveries is an excellent example: they promise timely deliveries and keep that promise all the time. Customers expect the same level of service by all companies since Amazon has raised the bar..