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Describe how the individual and the customer and behaviours affect expectations?
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Difference between customer Perception and expectation?
Differentiate between Customer Perception and ExpectationThe difference between customer expectations and customer perceptions. Customer expectation is what the customer expects according to available resources and is influenced by cultural background, family lifestyle, personality, demographics, advertising, experience with similar products and information available online. Customer perception is totally subjective and is based on the customer's interaction with the product or service. Perception is derived from the customer's satisfaction of the specific product or service and the quality of service delivery. The customer gap is the most important gap and in an ideal world the customer's expectation would be almost identical to the customer's perception.In a customer orientated strategy, delivering a quality service for a specific product should be based on a clear understanding of the target market. Understanding customer needs and knowing customer expectations could be the best way to close the gap.2) the difference between the customer's expectations of the service provided and the company's provision of the service. In this case, managers are not aware or have not correctly interpreted the customer's expectation in relation to the company's services or products. If a knowledge gap exists, it may mean companies are trying to meet wrong or non-existing consumer needs. In a customer-orientated business, it is important to have a clear understanding of the consumer's need for service. To close the gap between the consumer's expectations for service and management's perception of service delivery will require comprehensive market research
What are unstated needs?
Some times key information remains unstated and you have to anticipate their needs through careful questioning. By effective questioning you can then expect the expectations of the customer "Go that extra mile."
Strategic applications of instrumental conditioning?
Marketers effectively utilize the concepts of consumer instrumental learning when they provide positive reinforcement by assuring customer satisfaction with the product, the service and the total buying experience. Customer Satisfaction (Reinforcement): The objective of all marketing efforts should be to maximize customer satisfaction. Marketers must provide the best possible product for the money and avoid raising consumer expectations for product performance beyond what the product can deliver. Aside from the experience of using the product itself the consumers can receive reinforcement from other elements in the purchase situation such as the environment in which the transaction or service takes place, the attention, and service provided by employees and the amenities provided. Reinforcement Schedules: Product quality must be consistently high and provide satisfaction to the customer with each use for desired consumer behaviour to continue.However some rewards do not have to be offered each time the transaction takes place because even an ocassional reward provides reinforcement and encourages customer patronage.There are three types of reinforcement Schedules: total or continuous reinforcement, systematic (fixed ratio) and random ( variable ratio).
What is a peak experience in consumer behavior?
This is the best experience that a customer has ever had. You want it to be remembered so they are a loyal customer and tell other people about the company as well.
Who found that customer perception and attitudes are affected by what employes experience?
ryen
Describe how you have gone out of your way to exceed a customer's expectations?
There are many ways that you can describe how you have gone out of your way to exceed a customer's expectations. Think of a time that you gave great customer service and describe that time. Perhaps, you helped a customer choose a better item than the one they were interested in. Or you may have alerted your customer to additional products that they would need to put together an item, and helped them find them.
What is the connection between customer expectations and customer satisfaction?
customer expectations is what the compant expects from you customer satisfactory they are pleased
How would you describe the gap theory?
The gap theory first determines the difference between the customer's service expectations and the customer's perception of the service actually received.
Describe how your organisation's service offer meets customer expectations?
First, you should research the expectations of your customers. Then, in order to meet those expectations your organization needs to set service standards that are defined in terms of customer expectations. Now that terms are set, you should develop operational plans that detail how to achieve the standards of service. These plans should be implemented and continuously monitored for success.
What does exceeding customer expectations mean to you?
To exceed customer expectations you try to understand your customers' values and focus on customers who share a common vision
What are the customer expectations when shopping in a luxury store compared to high street store?
What are the customer expectations when shopping in a luxury store compared to high street store
Part of setting Is to establish a timeline with your customer?
Expectations
What does a internal customer expect?
internal customers expectations
What are the factors influencing customer expectations?
One of the main things influencing customer expectations are what your competitors are doing. If you are competing with high-end retailers, your customers' expectations will be very different than if you are competing with Wal-Mart of McDonalds.
What is meant by the term customer satisfaction?
Customer satisfaction is a measure of how the products or services that are supplied by a company match up against the customer's expectations of that product or service. For example, if you purchase an item from a TV Commercial that guarantees customer satisfaction, it must be a product that matches your expectations of how good you think the product will be or how good it will perform. There's a customer satisfaction index for measuring these expectations closer.
Why stockroom is important Describe how it impacts customer service.?
why is the stockroom important? describe how it impacts customer service? why is the stockroom important? describe how it impacts customer service?
What is the connection between customer expectations and customer satisfaction in customer service?
The customer will expect the same quality goods and service and will be happy when they receive what they expect.
