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https://www.lynda.com/Business-tutorials/Customer-expectations-service-delivery/5019793/2218752-4.html
In this video, learn the 10 overarching expectations customers have of service interactions, as well as expectations for tangibles when service is delivered in person Also, learn the key reasons that customer expectations evolve and change, and their role in shaping quality standards.
https://www.lynda.com/Business-Skills-tutorials/Customer-expectations-service-delivery/518755/562175-4.html
For those of us designing and managing customer service, it can seem like a daunting challenge. The good news is, identifying customer expectations is not the hit-or-miss guesswork it might at first seem to be. The International Customer Management Institute, ICMI, has found that there are 10 expectations customers have of service interactions.
https://cxm.co.uk/customer-expectations-of-customer-and-delivery/
The same diligence applied to delivery through multiple carriers, communication, and convenience has to be replicated across the returns process, ensuring returns are seamless and convenient for all customers. Consumer expectations on retailers is quite high at the moment, thanks to an uncertain high street environment, so to lose a customer at the very end of their journey seems a waste of the …
https://sloanreview.mit.edu/article/understanding-customer-expectations-of-service/
Apr 15, 1991 · Researchers have defined customer service expectations in a variety of ways but with no conceptual framework to link different types of expectations or indicate their interactions in influencing perceptions of service performance.
https://www.salesforce.com/research/customer-expectations/
By definition, customer expectations are any set of behaviors or actions that individuals anticipate when interacting with a company. Historically, customers have expected basics like quality service and fair pricing — but modern customers have much higher expectations,...
https://simplicable.com/new/customer-expectations
Jan 26, 2017 · Customer expectations are the base assumptions that customers make about your brand, services and products. When expectations aren't met for one reason or another customers may be either positively or negatively surprised. The following are illustrative examples.
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