1. Business to Business
From customer satisfaction survey to
satisfied customers!
EMPLY (Expectations Management®)
www.emply.nl
Copyright © 2013 Arnoud Hoek. All Rights Reserved.

2. Research on the role of trust in
business relationships
Thesis - 2011
EMPLY (Expectations Management®)
www.emply.nl
Copyright © 2013 Arnoud Hoek. All Rights Reserved.

3. LOGO
SKIN
EMPLY (Expectations Management®)
www.emply.nl
Copyright © 2013 Arnoud Hoek. All Rights Reserved.

4. Expectations Management® part 1
Three months to meet customer expectations!!
EMPLY (Expectations Management®)
www.emply.nl
Copyright © 2013 Arnoud Hoek. All Rights Reserved.

5. Expectations Management®
www.expectations-management.nl
Copyright © 2013 Arnoud Hoek. All Rights Reserved.

6. Expectations Management®
www.expectations-management.nl
Copyright © 2013 Arnoud Hoek. All Rights Reserved.

7. The advantages of Expectations Management® for your company:
1. You will receive your customer’s three most important expectations.
2. You will have direct influence on your customer’s satisfaction level.
3. You will receive feedback on your actions to meet your customer’s expectations
4. You will keep and improve long term customer relationships.
The advantages of Expectations Management® for your customer:
1. Your customer expresses his expectations regarding the relationship.
2. Your customer determines himself when he evaluates his expectations
3. Your customer evaluates his own expectations
4. Your customer evaluates quickly and easily the level of satisfaction
Expectations Management®
www.expectations-management.nl
Copyright © 2013 Arnoud Hoek. All Rights Reserved.

8. Information:
EMPLY
Arnoud Hoek
Tel. 06-50643184
www.emply.nl
Mail: arnoudhoek@emply.nl
Expectations Management®
www.expectations-management.nl
Copyright © 2013 Arnoud Hoek. All Rights Reserved.