deskdirector techbound presentation
Post on 23-Jan-2017
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Creating Happy Customers By
Managing ExpectationPhill Claxton, Co-Founder
DeskDirector
?Why is Managing Customer Expectation
So Important?
Our Journey Of Discovery
Chasing Faster Response Is Hard To Scale
Why Customers Leave
Indif -fer-ence68%
Other32%
Issues With Response
= Not Managing
Customer Expectation
Customer Satisfaction Starts With Knowing Customer Expectation
5 Ways To Manage
Customer Expectation
1. Know your limits
2. Set the expectation
3. Explain Obstacles Deliver On Problems
4. Constantly Communicate
5. Market based on your delivery
“ 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
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