But how can we avoid the dissatisfaction of those who don’t even speak up? You can probably already guess the answer: by understanding the customer’s expectations well , of course!
This is one of the most objective paths to success because you can base your company’s day-to-day operations on your customers’ profiles. This makes it easier to anticipate and solve problems, as well as generate memorable experiences in customer service and Digital Marketing .
Your Marketing and Sales saudi arabia telegram data team, in fact, plays an active role in this, as it is based on expectations (explicit and implicit) that you develop this work — and I will show you how to do it here.
Understanding Implicit and Explicit Expectations
You can identify customer dissatisfaction by the main ways in which they express their expectations: implicitly or explicitly .
The first may be a little more integrating ai into campaigns subtle. It has to do with, for example, the expectation that the brand will be trustworthy , transparent in its relationship with the consumer, fulfill its promises and provide fast, agile and respectful customer service.
The second has to do with objective manifestations of communication, such as “I would like to receive my order by Friday”, or direct feedback, such as “I thought the colors of the product were different from those shown in the photos”.
However, in both cases, the responsibility for meeting expectations lies with you — whether it be due to the quality of text services the product or service, the convenience offered or even the shopping experience provided.
So understanding what these expectations are is a preliminary step to minimizing friction and knowing the best strategy to resolve them when they occur!
Tips for meeting and exceeding customer expectations
A good way to understand what your target audience expects is by mapping the purchase journey . If you don’t already do this in your company, do it!
This is a fundamental step in the Marketing and sales work, especially because 72% of Brazilians have the habit of researching on the Internet before completing any purchase.
By understanding your audience’s profile and how they go through this entire journey , you create a structure that is better prepared to deal with dissatisfaction!
