7 Things That Influence and Shape Customer Expectations

Faith Ocampo Published on July 5, 2017 Last updated on October 5, 2021

Managing customer expectations is tricky. It’s by no means an exact science, which is precisely what makes it a difficult task.

People’s expectations from your brand affect the customer experience in many ways. Failing to meet consumers’ standards translates to poor sales and low customer retention rates.

A critical part of managing buyers’ expectations is understanding the factors that can influence their perceptions. By considering these, you’ll understand what your clients want and how to meet their demands.

Here are seven things that shape customer expectations.

  1. Customers’ Needs and Preferences

    Excited man looking at smartphone

    As a general rule, customers expect brands to be able to help them at all times. In return for their continuous support, they want fast issue resolution and hassle-free transactions. Preferences like these can greatly affect customers’ expectations of your company.

    Even purchasing habits can significantly influence people’s expectations. For instance, Millennial consumers, who are always connected to the Internet, prefer online shopping and online payment. Thus, you should consider all these when creating and launching your business strategies.

  2. Culture or Location

    woman holding tablet looking out to buildings in the distance

    Buyers’ expectations vary greatly across cultures and locations. In some countries, customers don’t want overly friendly or cheery customer service reps. Some customers, however, don’t want to talk to agents that sound too stiff or businesslike.

    When interacting with a diverse clientele, consider their rules of etiquette and attitudes toward businesses, especially new market players. Other aspects such as timeliness and communication style should also be taken into account.

  3. Experience with Other Companies

    couple looking choosing products

    When managing customer expectations, consider your competition. What are your competitors doing to make customers happy? Can you match or exceed their performance? What are the unique ways by which you can impress your customers?

    People’s experience with other brands, especially with your competitors, can shape their expectations from you. They might model their preferences based on what other brands can do for them. If you can’t outshine your competitors, you can’t win customers over.

  4. Other Customers’ Feedback

    women looking at tablet

    These days, your customers can spread the word about your brand instantly via the web. They can post their feedback on review websites and on social media, which can greatly influence your brand’s image and reputation

    What people say about you can change or contribute to customers’ perceptions of your brand. Thus, apart from ensuring consistent, high-quality performance, you should also take your online reputation management seriously. Doing so will help you build a positive identity.

  5. Customers’ Past Transactions with You

    customer experience agent at call center sorting work on computer screen

    This is arguably the strongest predictor of customer expectations. People’s past experiences and transactions can greatly influence what they think about your brand. In fact, just one instance of poor customer support interaction is enough to make customers think you’re unreliable.

    At every opportunity and touchpoint, aim to make customers happy. This will result in a positive customer experience

  6. How You Communicate

    customer experience specialist explaining to consumer with hand gestures

    How you communicate pertains to your customer service and marketing approaches combined. Are you using digital channels? What’s your communication style, language, and tone of voice?

    The way you talk to customersโ€”whether in person, online, or over the phoneโ€”gives them an idea about your brand’s personality. Thus, make sure that the way you interact with them reflects your business’ values and identity. Also, make sure to communicate with customers in a consistent manner, regardless of the channel used.

  7. What You Communicate

    customer support specialist assisting caller over the phone

    What you tell your customers, whether directly or through your customer support and marketing channels, will shape their expectations. Make sure to always disseminate accurate information. If you’ve promised something, be sure to follow through. Misleading or incorrect information can have disastrous consequences that may affect your corporate image.

What’s next for your business?

Knowing what shapes customer expectations is crucial, but do you have the right tools to match what your consumers are anticipating from you? Find an outsourcing partner that understands your consumers’ expectations and has the right solutions to meet their standards.

As an industry expert, Open Access BPO offers a wide range of cost-effective services to help you address low consumer retention rates and usher in satisfying customer experiences. Let bad customer service be a thing of the past by getting in touch with our team today.

 

Read More

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 16 hours ago
๐—ข๐˜‚๐—ฟ ๐——๐—ฎ๐˜ƒ๐—ฎ๐—ผ ๐—ฐ๐—ผ๐—น๐—น๐—ฒ๐—ฎ๐—ด๐˜‚๐—ฒ๐˜€ ๐—ฐ๐—ฒ๐—น๐—ฒ๐—ฏ๐—ฟ๐—ฎ๐˜๐—ฒ๐—ฑ ๐˜๐—ฒ๐—ฎ๐—บ ๐˜€๐—ฝ๐—ถ๐—ฟ๐—ถ๐˜ ๐—ฑ๐˜‚๐—ฟ๐—ถ๐—ป๐—ด ๐˜๐—ต๐—ฒ๐—ถ๐—ฟ ๐—ฟ๐—ฒ๐—ฐ๐—ฒ๐—ป๐˜ #๐——๐—ฎ๐˜ƒ๐—ฎ๐—ผ๐—ฆ๐—ฝ๐—ผ๐—ฟ๐˜๐˜€๐—™๐—ฒ๐˜€๐˜ ๐—ต๐—ฒ๐—น๐—ฑ ๐—ฟ๐—ฒ๐—ฐ๐—ฒ๐—ป๐˜๐—น๐˜†.

During the event, our ops and non-ops teammates put their athletic and strategic skills to the test through five different games:

โ€ข Chess
โ€ข Scrabble
โ€ข Badminton
โ€ข Volleyball
โ€ข Basketball

Congratulations to all winners, and see you all in the next Sports Fest!

#WeSpeakYourLanguage
#EmployeeEngagement #WellnessAtWork
#HealthyWorkplace
Open Access BPO Yesterday
๐—š๐—ฟ๐—ฒ๐—ฎ๐˜ #๐—–๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐—ฆ๐—ฒ๐—ฟ๐˜ƒ๐—ถ๐—ฐ๐—ฒ ๐—ถ๐˜€ ๐—ฎ ๐—ฏ๐—ฟ๐—ฎ๐—ป๐—ฑ'๐˜€ ๐—ด๐—ผ๐—น๐—ฑ๐—ฒ๐—ป ๐˜๐—ถ๐—ฐ๐—ธ๐—ฒ๐˜, ๐˜„๐—ต๐—ถ๐—น๐—ฒ ๐—ฝ๐—ผ๐—ผ๐—ฟ ๐˜€๐—ฒ๐—ฟ๐˜ƒ๐—ถ๐—ฐ๐—ฒ ๐—ถ๐˜€ ๐—ฎ ๐—ฟ๐—ฒ๐—ฝ๐˜‚๐˜๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ธ๐—ถ๐—น๐—น๐—ฒ๐—ฟ.

To avoid poor customer service, it's important to know what mistakes your #CustomerSupport agents commit.
If you want to prevent customers from seeing your brand as apathetic.

Here are 3 qualities to steer clear of to ensure stellar #CustomerExperience: https://buff.ly/4bmLsmI

----------
Don't let bad #CX hold you back.
Partner with a customer experience expert today and start exceeding #CustomerSatisfaction: https://buff.ly/3URcMSK

#WeSpeakYourLanguage
Open Access BPO Yesterday
Providing excellent #CustomerExperience is the best way to retain customers, ensure loyalty, and acquire new ones.

Good thing there are a lot of ways to ensure a pleasant #CX such as these: https://buff.ly/3V7fpS1

----------
Give your customers the best service they deserve.
Let's plan the best ways you can do that: https://buff.ly/3ysRhjX

#WeSpeakYourLanguage
#CustomerService #CSAT
#CallCenter #outsourcing
#CustomerSatisfaction
Open Access BPO Yesterday
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—ฝ๐—ฎ๐—ฟ๐˜๐—ป๐—ฒ๐—ฟ๐—ฒ๐—ฑ ๐˜„๐—ถ๐˜๐—ต ๐˜๐—ต๐—ฒ ๐— ๐—ฎ๐—ธ๐—ฎ๐˜๐—ถ ๐—–๐—ถ๐˜๐˜† ๐—›๐—ฒ๐—ฎ๐—น๐˜๐—ต ๐——๐—ฒ๐—ฝ๐—ฎ๐—ฟ๐˜๐—บ๐—ฒ๐—ป๐˜ ๐—ณ๐—ผ๐—ฟ ๐˜๐—ต๐—ฒ ๐—ฟ๐—ฒ๐—ฐ๐—ฒ๐—ป๐˜ ๐˜„๐—ฒ๐—น๐—น๐—ป๐—ฒ๐˜€๐˜€ ๐—ฒ๐˜ƒ๐—ฒ๐—ป๐˜ ๐˜๐—ต๐—ฎ๐˜ ๐—ณ๐—ผ๐—ฐ๐˜‚๐˜€๐—ฒ๐—ฑ ๐—ผ๐—ป ๐—ต๐—ฒ๐—ฎ๐—น๐˜๐—ต ๐—ฟ๐—ถ๐˜€๐—ธ ๐—ฎ๐˜€๐˜€๐—ฒ๐˜€๐˜€๐—บ๐—ฒ๐—ป๐˜.

The free two-day healthcare event, held on the seventh floor of the multilingual call center's Makati headquarters, provided risk assessments, counseling for employees, and free contraceptives for all attendees.

Workers from Makati City's Health Department were able to accommodate over 130 employees, providing them with general check-ups, blood glucose testing, and HIV screening.

The Health Department workers say the program will help Open Access BPO employees determine how at-risk they are of diseases like diabetes, hypertension, and HIV/AIDS. Family planning lectures and counseling services were also available.

This holistic approach to wellness empowers employees to take charge of their health and well-being.

#WeSpeakYourLanguage
#IdeaHubOABPO #OneForHealth
#WellnessEvent #HealthJourney
Open Access BPO 5 days ago
Open Access BPO recently kicked off our new fitness programs with a sunset yoga session: https://buff.ly/3UMe81m

โ€Held on the newly launched scenic 7th-floor terrace of our Makati HQ, the session provided employees with a unique opportunity to unwind, de-stress, and connect with colleagues in a beautiful outdoor setting.

Our fitness program is set to resume this week with new Rope Flow and Zumba program.

----------
Learn more about our company culture and the many benefits we offer our employees by visiting our website today: https://buff.ly/44Rlllq

#WeSpeakYourLanguage
#OneForHealth #IdeaHubOABPO
#EmployeeEngagement #WellnessAtWork
#HealthyWorkplace #MindfulnessAtWork
Open Access BPO 5 days ago
Customers today expect more! ๐—–๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ ๐—ป๐—ฒ๐—ฒ๐—ฑ๐˜€, ๐—ฝ๐—ฟ๐—ผ๐—ฑ๐˜‚๐—ฐ๐˜๐˜€, ๐—ฎ๐—ป๐—ฑ ๐—ฐ๐—ผ๐—ป๐˜€๐˜‚๐—บ๐—ฒ๐—ฟ ๐˜๐—ฟ๐—ฒ๐—ป๐—ฑ๐˜€ ๐˜„๐—ถ๐—น๐—น ๐—ฎ๐—น๐˜„๐—ฎ๐˜†๐˜€ ๐—ฐ๐—ต๐—ฎ๐—ป๐—ด๐—ฒ, ๐—ฎ๐—ป๐—ฑ ๐˜€๐—ผ ๐˜€๐—ต๐—ผ๐˜‚๐—น๐—ฑ ๐˜†๐—ผ๐˜‚๐—ฟ ๐˜€๐˜๐—ฟ๐—ฎ๐˜๐—ฒ๐—ด๐—ถ๐—ฒ๐˜€, ๐˜๐—ผ๐—ผ๐—น๐˜€, ๐—ฎ๐—ป๐—ฑ ๐—ฎ๐—ฝ๐—ฝ๐—ฟ๐—ผ๐—ฎ๐—ฐ๐—ต.

Don't wait for your consumer base to grow or even wither before you update your #CustomerSupport strategy.

Here are 4 signs that your #CustomerService action plans need an upgrade: https://buff.ly/3QOCVAu

----------
Provide your customers with excellent #ConsumerExperience from one of today's trusted multilingual #CX experts: https://buff.ly/3wtloHp

#WeSpeakYourLanguage
#CustomerExperience
Open Access BPO