DECISION ARCHITECTURE ABILITY TOOLS
Customer Expectations Profile
Customer expectations encompass everything that
a customer expects from a product, service or organization. Multi-faceted, they are based on a combination of individual interactions, what they have learned, as well as pre-existing experience and knowledge.
Creating a Customer Expectations Profile helps you to be aware of these different kinds of customer expectation and equally aware of the key outcomes that are needed to satisfy them.
Your Customer Expectations Profile identifies the key expectations that you need to understand and have
Static expectations address how performance and quality are defined for a product or service – they are the performance we see.
Dynamic performance expectations relate to how a product or service is expected to evolve over time.
Explicit expectations are mental targets for product performance, such as well-identified performance standards.
These expectations are directly related to a customer’s experience both pre- and post-purchase.
Implicit expectations reflect established norms of performance. Implicit expectations are established by business in general, other companies, industries, and even cultures.
Technological expectations focus on the evolving state of the product category.
Interpersonal customer expectations reflect the relationship between the customer and the product or service provider.