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1 Flight of the Monarchs: Jaime Rojo on Beauty and Conservation 31:01
Managing Rising Customer Expectations With Limited Resources
Manage episode 442400147 series 2984018
Claire Dunwood has a pickle. She wants to know how to manage rising customer expectations with fewer resources than she used to have. This episode seeks to help her—and you—do exactly that.
It’s pretty common to hear problems like this today. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Doing that same thing on a budget is a different kettle of fish.
We kick off by exploring how expectations form. Expectations for experiences, even for those we've never had, are often built from adjacent or similar experiences, drawing on memories, media, or past interactions. Therefore, customers have preconceived notions about how their interactions with your brand will unfold, even before they’ve engaged with you.
Claire noted that customer expectations seem to be constantly rising. Effective management of rising expectations requires identifying which aspect of the expectations is rising—rational, emotional, or sensory—and whether it aligns with your business goals. We discuss the importance of focusing on the aspects that drive the most value for customers rather than trying to meet every rising expectation.
A key takeaway is the importance of focusing on what matters most to your customers, as highlighted by the Blue Ocean Strategy. This approach suggests excelling in the most important areas to your customers and letting go of everything else. Knowing your customers well is essential, as it helps you decide which expectations to meet and which to disregard, ensuring that you spend your resources wisely.
In this episode, we share practical strategies for managing customer expectations, including understanding customer needs, proactive communication, setting clear boundaries, maintaining consistency, and leveraging technology. These strategies help balance the demands of rising expectations with the reality of limited resources.
In this episode, we also talk about:
The formation of customer expectations from adjacent experiences
The categorization of expectations into rational, emotional, and sensory
The concept of outcome-based prioritization when resources are limited
The role of transparency and proactive communication in managing expectations
How to decide whether certain customers are worth the effort based on their expectations and profitability
Examples of businesses effectively setting and exceeding customer expectations
The importance of staying agile and responsive to customer feedback
395 episod
Managing Rising Customer Expectations With Limited Resources
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Manage episode 442400147 series 2984018
Claire Dunwood has a pickle. She wants to know how to manage rising customer expectations with fewer resources than she used to have. This episode seeks to help her—and you—do exactly that.
It’s pretty common to hear problems like this today. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Doing that same thing on a budget is a different kettle of fish.
We kick off by exploring how expectations form. Expectations for experiences, even for those we've never had, are often built from adjacent or similar experiences, drawing on memories, media, or past interactions. Therefore, customers have preconceived notions about how their interactions with your brand will unfold, even before they’ve engaged with you.
Claire noted that customer expectations seem to be constantly rising. Effective management of rising expectations requires identifying which aspect of the expectations is rising—rational, emotional, or sensory—and whether it aligns with your business goals. We discuss the importance of focusing on the aspects that drive the most value for customers rather than trying to meet every rising expectation.
A key takeaway is the importance of focusing on what matters most to your customers, as highlighted by the Blue Ocean Strategy. This approach suggests excelling in the most important areas to your customers and letting go of everything else. Knowing your customers well is essential, as it helps you decide which expectations to meet and which to disregard, ensuring that you spend your resources wisely.
In this episode, we share practical strategies for managing customer expectations, including understanding customer needs, proactive communication, setting clear boundaries, maintaining consistency, and leveraging technology. These strategies help balance the demands of rising expectations with the reality of limited resources.
In this episode, we also talk about:
The formation of customer expectations from adjacent experiences
The categorization of expectations into rational, emotional, and sensory
The concept of outcome-based prioritization when resources are limited
The role of transparency and proactive communication in managing expectations
How to decide whether certain customers are worth the effort based on their expectations and profitability
Examples of businesses effectively setting and exceeding customer expectations
The importance of staying agile and responsive to customer feedback
395 episod
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1 The Psychology Of Discounts: Are You Inadvertently Training Your Customers? 29:18
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1 7 Ways To Break Organizational Silos; The Silent Killer Of Customer Experience 29:53
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1 Psychological Pricing: 7 Practical Tips You Can Use Today to Boost Sales 37:03
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1 How to Evoke Emotions That Make Customers Come Back for More 35:03
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1 Silence Is Killing Your Business: The Innovation Cost of Quiet Teams 35:31
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1 10 Career Lessons You Need to Thrive in 2025 32:42
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1 Breaking the Routine: How to Help Customers Form New Habits 27:06
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1 Tariffs, Technology, and Trends: What 2025 Means For You and Your Customers 31:57
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1 5 Ways You Can Tell When You Are Being Ripped Off! ...And What To Do About It! 26:08
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1 Discover the key insight from 2024 and a plan for how to progress in 2025! 22:22
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1 Here is How to Get Your Organization to Be More Customer-Centric 33:08
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1 How to Avoid Conflict Between Your Customer Segments to Gain Growth 41:00
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1 When Is The Right Time To Implement A Customer Loyalty Scheme? 35:55
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1 Why Do Customers Tell Me One Thing But Give Me Feedback That Is Different? 25:48
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1 Why Government Regulation of Some Aspects of a Customer’s Experience is a Good Thing 28:08
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