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expectation

 
April 22, 2010
 

Expectation - The Difference Between Good & Great

Whether you're delivering commercial or non commercial product to a client or consumer, it's essential that you meet their expectations or you're going to lose them.  That's a given.  However, simply meeting expectations won't make anyone sing.

If you want to be good, you need to raise expectations and meet them accordingly.  The problem with this is that those higher expectations become the norm.  Yes, you may be better than your competition but you need to be great, not just good if you want to find real advocacy.

To be great you need to continuously raise that bar.

To be great is to always exceed expectation.

Listen to your clients/consumers
Assess their expectations
Exceed their expectations
Repeat ad infinitum

Simples.

Filed under  //   business   client   consumer   continuous   expectation   expectations   improvement  

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March 16, 2010
 

Consumer Expectation Is Everything

sainsburys

I just went to Sainsbury's and bought a sandwich. Not exactly a newsworthy event in its self but as I was exchanging coin, something struck me.

The chap that served me was polite, cheerful and gave off a generally good vibe. At first I felt refreshed by this but I thought about it a little more and realised that being refreshed by this isn't a good thing... Or is it?

The problem is that I go to Sainsbury's and I expect crappy customer service because that's what I usually get. Good customer service is not the norm and it should be.

So while it's great that this one individual exceeeded my expectations, it's bad that my expectations are so low.

Make of that what you will but I think it says quite a lot about consumer expectation.

The sandwich wasn't bad either.

Filed under  //   consumer   expectation   sainsburys   sandwich   shopping   taste the difference  

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