Essential Strategies Protecting Your Company from Financial Fraud
What Will Be 2017’s Top Commercial Lending Trends?

What Does It Take To Exceed Customers’ Expectations?

16-LB-575 customer expectations Blog photoAfter a family vacation at an upscale hotel, a guest contacted the staff to say his young son had left his stuffed giraffe behind and was distraught.  The toy was returned with a book of photos showing the animal enjoying himself during his “extended stay.”

The example shows the power of exceeding customer expectations. This practice makes customers feel highly valued, and leads them to tell others about their experience. The company wins a customer for life, and gains valuable word-of-mouth advertising.

Follow these best practices when striving to exceed customers’ expectations:

  1. Research customers' expectations. You can't exceed expectations if you don't know precisely what they are. Conduct surveys of customers asking their top priorities. Provide incentives to encourage as many to complete and return the survey as possible. Ask customers if their expectations are being met, and if not what you can do to change their thinking.
  2. Emphasize quality foremost. When customers no longer patronize a company, it’s most often because they felt disrespected. Take the time required to willingly resolve any issue fully.  Customers will remember the value your company places on their business and be loyal to you.
  3. Make a connection. Among the expectations customers have of companies is that they're dealing with fellow human beings who respect their needs, and are trustworthy, empathetic and friendly. Often, these feelings are not conveyed by companies. Those that do make such a connection exceed customer expectations.

When you exceed customer expectations, you'll recruit a delegation of “brand ambassadors” eagerly committed to telling others how great you are.  How great is that?

Do you have an example of your company creatively exceeding customer expectations?


Feed You can follow this conversation by subscribing to the comment feed for this post.

Verify your Comment

Previewing your Comment

This is only a preview. Your comment has not yet been posted.

Your comment could not be posted. Error type:
Your comment has been saved. Comments are moderated and will not appear until approved by the author. Post another comment

The letters and numbers you entered did not match the image. Please try again.

As a final step before posting your comment, enter the letters and numbers you see in the image below. This prevents automated programs from posting comments.

Having trouble reading this image? View an alternate.


Post a comment

Comments are moderated, and will not appear until the author has approved them.

Your Information

(Name and email address are required. Email address will not be displayed with the comment.)