2. Topics
• IDEAL Customers’ profiles
• Fears and phobias
• Managing customers’
expectations
• Example – TriniTrolley.com
February 23, 2012 Presented by: Crystal Charles-Lalla 2/6
3. IDEAL Customers’ profiles
• Who are they?
• Where can we find them?
• What do they want?
• How do they spend?
February 23, 2012 Presented by: Crystal Charles-Lalla 3/6
5. Managing Customers’
Expectations
• Understanding
expectations
• Set and communicate the
service promise
• Delivering the service
promise
February 23, 2012 Presented by: Crystal Charles-Lalla 5/6
6. Example
TriniTrolley.com
February 23, 2012 Presented by: Crystal Charles-Lalla 6/6