service expectations
TRANSCRIPT
Profile of the Social Customers
Today s digital transformations affects the very nature of how companies interact with theri customers and how theri customers view them. Huge shifts in technology are ocurring quicky, fueling increased volatility across extablished business ecosystems
Factors influencing customers satisfaction
• Product-Service quality• Specific products or service features• Consumers emotions• Attributions for service success or failures• Perceptions of equity or fairness• Other consumers, family, friends coworkers• Price• Personal factors• Accessible information of the different
products available • The customers mood or emotional state• Situational Factor• The digital revolution
Why understanding expectations is crutial for customers service?
Customers services is about expectations and the expectations that customers have today were shaped by their previuses experiences.business needs to meet or excced these customers expectations.Service is praiced or critizied beacuseof expectations .