DeskDirector Techbound Presentation
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This document discusses how managing customer expectations is important for creating happy customers and retaining them. It notes that chasing faster response times is difficult to scale and issues with response stem from not managing what customers expect. The document then provides five ways to manage expectations, such as knowing your own limits, setting clear expectations for customers, explaining potential obstacles, constantly communicating with customers, and marketing based on what you can reliably deliver.
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DeskDirector Techbound Presentation
- 1. Creating Happy Customers By Managing Expectation Phill Claxton, Co-Founder DeskDirector
- 2. Why is Managing Customer Expectation So Important?
- 4. Chasing Faster Response Is Hard To Scale
- 6. Issues With Response = Not Managing Customer Expectation
- 7. Customer Satisfaction Starts With Knowing Customer Expectation
- 8. 5 Ways To Manage Customer Expectation
- 11. 3. Explain Obstacles Deliver On Problems
- 13. 5. Market based on your delivery
- 14. “ The key is to set realistic customer expectations, and then not just meet them, but exceed them – preferably in unexpected and helpful ways” Sir Richard Branson
Editor's Notes
- Created DeskDirector to solve customer satisfaction issues The symptoms expressed were we were slow to respond
- Staffing for response doesn’t scale, Expensive to staff Truth is this fluctuates during the day Creates training issues and creates an army of robots who give impersonal service Customers will leave due to impersonal service, largest reason customers leave
- Coupled with this customers won’t just tell you, they will tell social media, this can’t follow you forever On average only 4% of customers will you they are unhappy
- Discovered response issues = failure to manage customer expectation Agreed response or resolution was contained in a document almost no one had read
- Know your limits – A company should never offer services they can’t deliver, there is no point taking on clients whose expectations you will never be able to meet (http://www.businessbee.com/resources/sales/5-tips-successfully-setting-realistic-expectations-clients/). This does far more damage to trust and reputation than saying no.
- Set the expectation - don’t over promise, don’t under deliver. If you set and expectation above what the customer needed but fail to meet it you have failed. If you set expectation even if it is not what the customer wants and you beat it you have a customer champion. Dale Carnegie best sums it up when he says “under promise, over-perform” (http://www.dalecarnegie.com/4-tips-for-managing-customer-expectations/)
- Problems happen but you can chose to respond in one of two ways ignore it or be all over it in such an over the top way that the problem becomes a golden opportunity to knock expectations out of the park.
- Constantly and consistently communicate with customers – communication is key to managing customers’ expectations. Providing clear and efficient ways for customers to communicate with your business helps to continually reinforce expectations. (http://www.five9.com/tips-for-managing-customer-expectations) It’s important to be clear about how customers should communicate with you and capture how they would like to be communicated to There are a world of ways clients can now communicate with your business and it’s important to communicate with them
- Use your delivery process to market your business – John Jantsch at Duct Tape marketing points out that you can use every process of delivering your service as an opportunity to market and brand yourselves (http://www.ducttapemarketing.com/blog/exceeding-delivery-expectations-as-a-strategic-marketing-process