Question

what is meant by customers expectations?

what are the factors that can effect customer's expectations?

how customers' expectations of service might differ among customers?

why it is important to service providers to know customers' expectations, explain the service providers implication of these expectations, and how customers' expectations can affect service providers?

support your answer with illustrative examples (at least two examples)

Answer 1

Answer 1:- Customers' expectations here in marketing phenomenon it is important for any business to understand the needs & wants of the people that you may want to attract to make the purchase of the products/services which often focus on understanding the customer service. Here the marketing should include the customer expectation largely to communicate the qualities that make the products/services attractive to the target audience, which the expectations are based on the actions they value as important when they interact with the firm.

Answer 2:- The factors which affect the customer's expectations are as follows:-

• Previous experience of the customer.
• Customer communication.
• Reviews & word of mouth.
• Previous experience with other companies.  

- Here the customer expectations of service might differ among customers based on the following reasons:-

• One of the key elements is the kind of service delivery made to the customer which might be expected.
• Here the service distinguishes among customers as it serves as standards or reference points against which performance is judged by the service providers.
• Here the customers compare their perceptions of their performance with these reference points when they evaluate the service quality as compared to other customer peers.
• Here the thorough knowledge is required about the customer expectations as it is critical for service marketers to take a decision among other marketers.

Answer 3:- Here it is important to service providers to know customers' expectations due to the following reasons-

• It helps in personalizing marketing.
• Promotes customer service.
• It helps companies in communicating differentiation.

- Here all these can be service providers implication on the customers' expectations that can affect service providers which can be explained below:-

• Here the impact can be seen in the form of personalized marketing as one of the largest service expectations customers have a desire to be treated as breathing living human beings rather than part of the same group. Here the companies often get in trouble when they go with the thinking that marketing is one-size-fits for all which can make the customer feel alien as if they are taken for granted. To illustrate this- Amazon has developed an effective way of personalizing the engagement with online shoppers through customers who brought the items also brought features that appear after the purchase is made. Here this makes the customer the feeling of being understood & cared for by the firm. Another example similar to this is Flipkart, e-bay or so who engaged in personalizing the products to meet the customer expectations.
• .Another impact on service providers in promoting customer service at large as to make the service expectation clear to meet it to become successful. Here it is understanding customer service at large by adopting certain marketing strategies in place to check the implication on it. For example- Its important for business today to build customer service techniques that can serve the efficiency, reliability & competence to build a good image to make their first customers serving as long term customers. Another example is amazon has employed this in understanding the customer service at large in giving the services beyond the purchase made to make the service reliable & easy for the customers to meet the customer expectations.
• Finally, the implication on service providers as customer expectation is to help the firm in communicating the differentiation. As in the digital age, the customers will seek out the firms which consistently develop their products/services that are driven by new technologies with an understanding of the consumer's needs & wants. It's very important that the firm should be unique in communicating their service. For example- If the firm has developed a gadget that helps in finding lost remote control devices in office/home then the customers expect to market what exactly the technology you used to make the gadget to differentiate among their peers. Another example is Amazon as service providers among all e-commerce business houses know their unique selling preposition which distinguishes the customers based on the communication made by the customer & serving the customer expectation at large.