Service Marketing [QUIZ]

• Customer Expectations

  include the set of responses, behaviors, prices, offers, service or product improvements, personalization, experiences, etc. that customers long for or anticipate while interacting and engaging with a company.
• Customer expectations are the set of things that existing and new customers of a business expect
• Why meet customer expectations?

  The ultimate objective of setting up a business is to meet customer demands
• Some of the Key Reasons why Businesses should try to meet Customer Expectations are:

  1. Getting repeat customers
  2. Standing out from the competition
  3. Word of mouth marketing
• What are the Types of Customer Expectations?

  1. Explicit expectations
  2. Implicit expectations
  3. Interpersonal expectations
  4. Digital expectations
  5. Dynamic performance expectations
• List of Customer Expectations which ensure Customer Satisfaction

  1. Product and customer service should be fast
  2. Detailed data by self-service
  3. Positive customer experience by customer service agents
  4. Simple digital channels experience offering exactly what all your customers expect
  5. Customers need a personalized experience
  6. Customers demand great customer service
  7. Innovative product or service
• Factors affecting today's customer expectations

  1. Previous customer experience
  2. Customer interactions and customer engagement
  3. Customer feedback
• How do you meet customer expectations?

  1. Managing customer study and comparing outcomes
  2. Providing additional mediums for customer reviews
  3. Focusing more on customer experience
  4. Social media listening
• How to exceed customer expectations?

  1. Incorporate a winning culture
  2. Understand the target persona of your business
  3. Ensure an omnichannel experience
  4. Consistently collect customer feedback
• Market research is the process of gathering information about your target market and customers to verify the success of a new product, help your team iterate on an existing product, or understand brand perception to ensure your team is effectively communicating your company's value effectively
• Kinds of Research

  • Qualitative Research
  • Quantitative Research
• 2 Types of Research Information

  1. Primary Research
  2. Secondary Research
• Types of Market Research

  • Interviews
  • Focus Groups
  • Observation-Based Research
  • Market Segmentation Research
  • Pricing Research
  • Competitive Analysis
  • Customer satisfaction and Loyalty Research
  • Brand Awareness Research
  • Campaign Research
• Some key characteristics you should be keen on including in your buyer persona are:

  • Age
  • Gender
  • Location
  • Job title(s)
  • Family size
  • Income
  • Major challenges