PPT Customer Expectation: matching the promises with performance
- 1. Customer Expectations Management:AligningPromises withPerformance Presented By : Krishna Sinsinwar Shivani Bharanger Shristi Singh Vedanshi Sharma
- 2. CUSTOMER EXPECTATION MANAGEMENT • The process of understanding, setting, and fulfilling customer expectations in a clear, consistent, and reliable manner. • Ensures that marketing promises, service quality, and actual delivery are fully aligned to avoid customer disappointment. • Helps in building trust, loyalty, and a strong brand image by delivering what is promised — or better. • Acts as a safeguard against negative reviews, customer churn, and reputation damage caused by unmet expectations. • Creates opportunities to exceed expectations strategically, turning satisfied customers into loyal brand advocates
- 3. TYPESOFCUSTOMEREXPECTATIONS Explicit Expectations: Clearly stated promises made through advertising, service agreements, product descriptions, or company communication. Implicit Expectations: Assumptions based on industry standards, past experiences, and common practices customers naturally expect without being told. Latent Expectations: Unspoken, evolving desires customers may not express but start expecting as market trends or technology change. Dynamic Expectations: Expectations that change over time based on new experiences, competitor offerings, or personal preferences. Interpersonal Expectations: Expectations around behavior, attitude, and professionalism from staff during service interactions
- 4. THE EXPECTATION-PERFORMANCE GAP The gap between what customers expect and what a business actually delivers through its products, services, and interactions. Occurs due to over-promising in marketing, poor service quality, miscommunication, or inconsistent performance. Leads to customer dissatisfaction, negative reviews, complaints, and brand trust erosion. Closing this gap builds loyalty, improves brand reputation, and strengthens long-term customer relationships
- 5. ALIGNING PROMISES WITH PERFORMANCE Set Realistic, Clear Promises: Make sure marketing messages, service commitments, and product claims are honest, clear, and achievable. Deliver Consistently: Build standardized processes, employee training, and quality control to ensure reliable, repeatable performance. Communicate Proactively: Keep customers informed about delays, changes, or issues before they escalate, maintaining transparency and trust. Monitor and Track Performance: Use KPIs, customer feedback, and service audits to measure how well promises are being fulfilled in practice.
- 6. KEY STRATEGIES • Promise Wisely: Make bold but realistic promises your business can confidently keep. • Deliver Flawlessly: Build systems and teams that ensure consistent, high-quality delivery every time. • Listen Actively: Turn customer feedback into actionable insights and visible improvements. • Communicate Proactively: Stay ahead of issues — inform, update, and reassure customers early. • Evolve Constantly: Upgrade your services and standards to stay ahead of customer expectations.
- 7. Aspect Domino’s Pizza Promise 30 Minutes or Free Clarity of Promise Clear, specific, measurable Operational Readiness Strong delivery systems, trained staff, prepared logistics Customer Experience Met or exceeded expectations consistently Result Increased trust, loyalty, and market share Key Takeaway Promise what you can consistently deliver REAL-WORLD EXAMPLES
- 8. BENEFITS • Builds Trust and Credibility: Consistently delivering on promises strengthens your brand’s reputation and customer confidence. • Increases Customer Loyalty: Satisfied customers who feel their expectations are met are more likely to return and recommend your business. • Reduces Complaints and Conflicts: Clear expectations reduce misunderstandings, service disputes, and customer frustration. • Enhances Brand Image: Businesses known for honesty, reliability, and transparency stand out positively in competitive markets. • Drives Long-Term Business Growth: Loyal, satisfied customers lead to repeat business, positive word-of-mouth, and higher profitability.
- 9. CONCLUSION Customer expectation management builds trust, loyalty, and brand strength. It requires clear promises, reliable delivery, and honest communication. Managing expectations well prevents dissatisfaction and complaints while creating positive customer relationships. Continuous feedback and improvement help businesses adapt to changing needs. Done right, it ensures long-term success and competitive advantage.
- 10. THANKYOU