Is exceeding customer expectations a myth?

Is exceeding customer expectations a myth?

How many times have you heard that we need to keep exceeding customer expectations to keep them coming back for more? The truth is, most customers are much easier and less demanding than we give them credit for.

In all fairness, if we simply set appropriate expectations and meet them consistently with the best service, we have the best chance of keeping them satisfied and increasing their positive customer experience. Companies who are upfront and honest about what to expect from their products and services will have the highest levels of satisfaction and customers will trust them with their repeat business.

It has been said that "it is better to be consistently good than intermittently great," and nowhere is this more true than in the level of ongoing interaction a company has with its customers. Loyal customers are created by consistently producing high quality results that have been clearly defined from the beginning of the business relationship.

Naomi Karten, a speaker, consultant and author specializing in understanding the nature of expectations in the marketplace writes:

"If you're a service provider, customer expectations can pose a major challenge. That's because expectations are wondrous creatures: They grow, they shrink, they change shape, they change direction. They shift constantly, and they shift easily. And how satisfied (or dissatisfied) your customers are is determined by these expectations and your performance in meeting them."

Be sure that everyone in your company understands what the customer experience is supposed to be and how they represent their piece of the puzzle in the overall picture. This is the best way to produce consistent expectations that can then be met by your internal policies and procedures of everyday business interactions.

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