Well, here I go! First blog ever...
Talk about expectations!
Keeping focus on
customer experience, there are different perspectives of a customer. Me as a
customer, the customers of the company where I work, and my own customers, to
cover a few. They are all individual at the end, even if we tend to group them.
Even within the segmentation we make at our company today, the customer types
vary a lot even within each family. Which expectations are we searching to meet
or top?
Todays' session
covered expectations, which from time to time has been mentioned as
"expectation management" in situations I've been, at least when
something "not to good" is about to be communicated or
delivered. Do you recognize the phrase?
My previous
manager always sad "Under promise, over deliver", which is a way to
make sure your odds are on your side and manage both the expectations and
performance. It only goes when you are in control of the promise, right? And
you still need to deliver.
It takes some guts
to promise and perform, but it is the way to develop and push yourself and an
organization to greater customer experience.
Did I meet the expectations of my
first blog? Yes, if you ask me. I feel more comfortable blogging after this first
one.
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