Customer Expectations
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The underlying dynamic to today's innovations is speed and adaptation. Technology, data, and analytics have combined to fundamentally alter the innovation curve, a curve that's become increasingly steep. Changes and updates are happening more rapidly than ever. Anyone who's bought a smartphone has seen this firsthand. What was a ground-breaking innovation yesterday is out of date tomorrow. Our world has become an “exponential economy.” The digital technologies not only have an impact on the types of customer experiences companies can provide, but also more fundamentally to customer expectations towards these services or products. This toolkit looks at both expectations and experience and while one is changing it influences the other.
Why is this Warum ist das für Innovation wichtig? for innovation
Customer Expectations vs. Customer Experience
Trends shape our ever accelerating digital world and also customers's expectations towards the products and services offered by companies. There is a difference between customer expectations and customer experience:
- Customer expectations, i.e. the feelings and ideas that (potential) customers have towards products and services driven by previous experience, experience with other products and services, what they hear from other people.
- Customer experience, i.e. the sum of all interactions a customer has with a product or service – digital and in person – most often now as well in hybrid settings.
Was dich in diesem Toolkit erwartet
🏋️ Methods
- Customer Experience Canvas: This tool helps you understand and improve customer experiences. It requires that you think of the services you provide in steps and consider the peaks and troughs along the journey.
📖 To Read
- 5 Design Strategies to Meet Customer Expectations: Learn about Personalization, Ease of use & Convenience, Anytime anywhere, Channel consistency & integration, and Post-Sale Experience.
- Peak-End Rule: Learn about this psychological concept suggesting that people tend to judge an experience based on how they felt at its most intense moment and at the end, rather than the overall average of the experience.
- The Power Of Moments: This article explores the idea that certain moments in our lives can have a profound impact on us, and outlines four key elements that make these moments so powerful.
- The Ocean Medallion: Read about how a cruise line company enhances the cruising experience for its passengers with a new wearable device called the Ocean Medallion.
- Hilton’s Connecting Rooms Feature: This article is about how Hilton aims to make hotels a viable option once again for larger families who may have already decamped for the likes of Airbnb.
- Customers Expect Empathy: This article is about cultivating and scaling empathy to retain and attract customers since a study showed that empathy matters more than recommendations or reviews in a buying decision.
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