Customer Experience Related Guides
Customer Experience
Key Concepts
Customer Experience
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Customer expectations are the base assumptions that customers make about your brand, services and products. When expectations aren't met for one reason or another customers may be either positively or negatively surprised. The following are illustrative examples.Sensory PerceptionA customer who tastes a confection such as a macaron is expecting a smell, taste and texture. QualityA customer of a luxury hotel may be expecting interior designs finished with high quality materials. A customer of a budget hotel may be expecting a clean, comfortable and quiet room.Fee StructureA customer of an airline may expect meals and drinks to be free on an international flight.
Security & PrivacyA customer of a messaging app may expect that their messages to friends and family are private.Customer ServiceCustomers of a hotel may expect staff to be courteous, amiable, professional and diligent.UsabilityCustomers accustomed to touch screen interfaces may expect a tap zone around each element such that things don't need to be tapped with unreasonable precision.TermsA customer who purchases a product that is delivered with quality defects may expect that they are entitled to a refund if they return it in a reasonable period of time.PersonalizationA customer who returns to the same hotel frequently may expect the hotel to remember their room preferences.PerformanceA customer expects their bank's website to load within seconds.A customer expects their bank's website to be available 24/7 with minimal downtime.An airline expects aircraft to be 100% reliable in the air.A customer expects solar panels to be fully reused and recycled at end-of-life.|
Type | | Definition | A customer's base assumptions regarding your brand, products and services. | Related Concepts | |
Customer Experience
This is the complete list of articles we have written about customer experience.
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An overview of customer experience with examples.
Why satisfaction metrics work so well.
An overview of customer satisfaction with examples.
An overview of customer perceptions with examples.
The common types of internal branding.
A definition of experience sampling with examples.
A list of common types of customer needs with examples.
The primary types of service quality.
A definition of end-user with examples.
A definition of experience economy with examples.
A list of widely accepted customer service principles.
The common types of experience quality.
A definition of customer facing with examples.
A definition of customer friendly with examples.
The common types of product knowledge.
The definition of ticket management with examples.
A definition of customer focus with examples.
The common ways to improve customer service.
Detailed examples of customer service improvement plans.
The definition of customer dissatisfaction with examples.
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