Customer expectations make a large part of how you shape your service side. That\u2019s why the key to building a customer-centric culture is being in tune with these expectations and delivering great service. Therefore, personalization is the way of the business world.<\/p>\n\n\n\n
How is personalization related to customer service?<\/em><\/strong><\/p>\n\n\n\n Well, when customers have higher expectations from you, they expect more personalized support experiences. So, you need to open up service channels like live chat and social media that suit your customers. After all, customers also expect flexibility and consistency.<\/p>\n\n\n\n In this blog, we will discuss the top ten ways to surpass customer service expectations<\/strong> and delight them.<\/p>\n\n\n\n Customer expectations\u2019 definition<\/strong> states these are the service standards that customers anticipate from brands. Their desires shape their service expectations <\/strong>and influence your business decisions when you design the customer experience<\/a>. <\/p>\n\n\n\n Customer expectations are decision influencers.<\/strong> It\u2019s like setting a bar or a reference point for the customer. It\u2019s used when they:<\/p>\n\n\n\n For example<\/strong>, a friend always likes to purchase groceries from Amazon. She opted for their prime membership to get the delivery fast, and other perks, such as:<\/p>\n\n\n\n Now, her expectations aren\u2019t just met but exceeded with Amazon services. She gets her orders on time and gets freebies with her prime subscription. But she won\u2019t have the same expectations from other eCommerce brands. That\u2019s because they won\u2019t necessarily give a subscription option or may even deal in other freebies in the first place.<\/p>\n\n\n\n Except, those with equivalent potential may influence her decision, but she seems pretty much set with the current services offered by Amazon. That\u2019s because consistent customer services set consistent customer expectations.<\/strong><\/p>\n\n\n\n There\u2019s a lot more than setting a reference point from where your customers can start expecting from your brand. And that\u2019s exactly what we aim to cover in the following sections below.<\/p>\n\n\n\n The coming of the Fourth Industrial Revolution, an era of exponential technological growth, has certainly changed the scope for customer experience. New technologies like live chat, knowledge base and ticketing systems are just a few examples of this technological era.<\/p>\n\n\n\n However, their use alone does not guarantee a delightful customer experience<\/a>.<\/p>\n\n\n\n According to a recent study by Gladly<\/a>, the lack of personalization makes 64% of customers feel like a ticket number.<\/p>\n<\/blockquote>\n\n\n\n Understand that customers expect a personalized experience<\/a> when approaching your brand for support. And if a support experience makes them feel like a ticket, then even the use of such amazing tools cannot help your brand get an edge over the competitors.<\/p>\n\n\n\n What do you do?<\/p>\n\n\n\n In his recent podcast with Ronn Torossian – Crisis Management and Customer Experience<\/a>, Shep Hyken discusses the example of United Airlines. In 2017, a flight attendant was accused of dragging off a passenger onboard due to overbooking. Hyken expresses how such incidents lower \u201cour expectations of airlines.\u201d And that\u2019s when he lists a small checklist of how such experiences can be managed by businesses today.<\/p>\n\n\n\n Once you practice these regularly, your business can manage a customer\u2019s experience along with their expectations. Besides that, you get a window to start working on strategies that enable you to exceed expectations in the future.<\/p>\n\n\n\n There is no doubt that customers have certain service level expectations from the brands they approach.<\/p>\n\n\n\n These customer service expectations include:<\/strong><\/p>\n\n\n\n These are just the basics of customer expectations. To exceed them, you need to be like Morton\u2019s Steakhouse. They created one of the best customer service experience stories ever after taking Peter Shankman\u2019s tweet seriously.<\/p>\n\n\n Peter explained, \u201cI was joking. I had absolutely no expectations of anything from that Tweet. It\u2019s like how we Tweet \u201cDear Winter, please stop, love Peter,\u201d or something similar.\u201d<\/em><\/p>\n\n\n\n Now, little did he know that he would find a guy in a tuxedo next to his driver carrying a Morton\u2019s bag. And all he said, \u201cI. Was. Floored.\u201d<\/em><\/p>\n\n\n\n \u201cWhen a business adds a wow factor to their services, that\u2019s when they exceed customer expectations.\u201d<\/span><\/span><\/span><\/em><\/p>\n\n\n\n Tweet this<\/span><\/em><\/p>\n\n\n\n And Morton\u2019s Steakhouse did exactly that. Customer service stories<\/a> such as these impact the customer expectation trends in the market.<\/p>\n\n\n\n *Note:<\/strong> Factors such as behavior or preferences towards customer service are likely to impact decision making processes that can be termed as customer expectation trends.<\/p>\n\n\n\n<\/span>What Are Customer Expectations?<\/strong><\/span><\/h2>\n\n\n\n
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<\/span>How Customers Expectations in Reality Fall Short<\/strong><\/span><\/h2>\n\n\n\n
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<\/span>Why Exceeding Customer Expectations is Critical<\/strong><\/span><\/h2>\n\n\n\n
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![\"Morton\u2019s](\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2020\/08\/Morton\u2019s-Steakhouse-Tweet.png\")
<\/figure>\n<\/div>\n\n\n<\/span>Basic Customer Expectations<\/strong><\/span><\/h2>\n\n\n\n