1. Exceeding Customer Expectations
Achieving true loyalty by delivering emotional outcomes

2. What customer really want ?
Four customers expectations ⃰ remain remarkably consistent across various types of business
and types of people These four expectations are hierarchicaland types of people. These four expectations are hierarchical.
Customers feel the closet bond to organizations that have
Advice
A customer who feels understood is a steep closer to real
Customers feel the closet bond to organizations that have
helped them learn
Partnership
Any company that makes its offering more accessible
A customer who feels understood, is a steep closer to real
satisfaction and genuine advocacy
Availability
Any company that makes its offering more accessible
will obviously increase the number of customer who
are willing to give it a try.
It d 't tt h f i dl th l if th
Accuracy
It doesn't matter how friendly the employees are, if the
company consistently fails the accuracy test, then
customer defect.
© NXBExceeding Customer Expectations
⃰ Gallup Research Investigation
Page 2

3. Customers expect a different kind of relationship
Accuracy and availability are insufficient. On their journey from prospect to advocate, customers
are only halfway thereare only halfway there.
Both are the most advanced levels of customer
Advice
Both are the most advanced levels of customer
expectations. If you can consistently meet them, you
will transform your prospects into a growing number
of loyal customers
In addition, customers
aspire you to teach,
listen and be
responsive to them
Partnership Teaching/listening is a very sensitive interaction, an
emotional outcome, very hard to replicate or steal
Technology
responsive to them
Availability
Both of these expectations, even if met successfully,
can only prevent customer dissatisfaction
Any effort to meet these lower level expectations no
Technology
Standard
solutions
Assets
Accuracy
Any effort to meet these lower level expectations, no
matter how unique, quickly shrivels from competitive
advantage to a commodity
© NXBExceeding Customer Expectations Page 3

4. How can you meet those higher level expectations ?
The answer rarely lies with technology or step-by-step solutions. Them can provide support or
serve as guidelines but alone only prevent customer dissatisfactionserve as guidelines, but alone, only prevent customer dissatisfaction.
A f t hi M t t hi
If your goal is truly
ti f t tA sense of partnership
develops in real time,
after employees have
been responsive to
them
Most teaching occur
between one
employee and one
customer, moment by
moment
Then, it is in the
hands of the
employees
satisfy, to create
advocates, then you
must select
employees who havethem moment employees who have
the talent to listen and
teach
The results probably won't show up as quickly as, say, a new machine. But over time,
© NXBExceeding Customer Expectations Page 4
choosing the right people is what creates that elusive sustainable competitive advantage

5. Contacto : Javier Zarate Vargas
Learning always breeds
l lt
Contacto : Javier Zarate Vargas
99044-0098 – 3720758
jzarate@nexburo.com
loyalty
© NXBExceeding Customer Expectations •Page 5