Customer Success – How to Exceed your Customer’s Expectations

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How can you exceed your customer’s expectations?

It is tough to meet customer expectations let alone exceed them. Here is a step by step guide to achieve customer success, in fact techniques to delight them.

What is the premise to Bodhih’s workshop on customer expectations and needs?

It is five times harder to win a new customer than it is to service an existing customer. Every resource that is aligned to achieve customer success is worth is weighed in gold because satisfied or even better, delighted customers have a long-term relationship with your product and service. That loyalty is precisely what translates into renewed sales. A strong reason to work on customer success principles in your organization is to also realise the criticality of turning your loyal customers into your brand advocates. When customer expectations and needs are exceeded, they often become faithful ‘word of mouth’ proponents of your USP.

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What are the definitions of customer expectations?

In simple terms, customer expectations refer to the wants and needs of the people you want to attract to buy your products and services. The expectations are around the brand promise – what your product or service stands for, its features, benefits and advantages as they perceive and a certain notion of quality basis the price, they have paid for it. Customer expectation as an attribute is experienced each time there is a touchpoint with the company.

Why is it difficult to exceed customer’s expectations and needs?

There could be multiple reasons for this not happening, but the one dominant reason why organizations fail to deliver at times is their inability to say “no” fearing the customer may not like their response and drop their future business plans with them. In these scenarios, it is important to explain why the answer is no and communicate the reasoning behind the answer. It is far more damaging to trust and reputation by agreeing to provide something that is not realistically possible. Rather, it makes business sense to under-promise and over-perform in order to manage (or even exceed) customer expectations.

What are some quick ways to exceed customer expectations and needs?

Basis the context and content of the product, there are virtually unlimited ways to ‘wow’ a customer. However, a good way to think through the subject is to make idea-clusters on pertinent themes to exceed customer expectations.
There are a few service-needs every customer has and if organizations make a diligent effort to fulfil those, then customer success is the automatic outcome.
These can be –

empathy (customers need understanding before anything else),

Fairness (from pricing to service, to contract conditions, customers expect fairness at each touchpoint),

Transparency (customers want to experience “what you do you say and what you say, do”),

Control (a sense that their freedom in relation to the product or service is theirs alone),
Options (choices, choices, choices)
and Information (customers feel empowered when they receive information).

When these six themes are explored then idea clusters happen for the companies to think through customer success strategies.

For company professionals who want to deep dive into customer success foundational skills, understand the customer orientation dynamics and master customer value creation through high quality service, Bodhih’s workshop on customer success and exceeding expectation is a powerful option.

Bodhih’s workshop on customer expectations and customer satisfaction kick starts with facilitator led presentation, and a group discussion where fundamentals of customer orientation, prioritizing the needs and familiarising with customer sensitivity scenarios are deliberated.
What is professionalism in this context and what are the rudimentary elements without which customer cannot exist – these are some questions and topics of discussion during the classroom sessions. Thereafter learners work through the multiple aspects of customer orientation dynamics – that has topics like customer empowerment, self-empowerment, how to be obsessive about providing quality, and ensuring that ‘customer positive credit’ balance is always maintained. Through class videos, individual exercises, and facilitator led presentation, participants understand the central premise of a customer success transaction –when both customer and the service provider are empowered, true and long-lasting value is exchanged.

Bodhih’s facilitators are seasoned professionals who create linkages between skills picked up in the workshops and then to apply them in participant’s current roles.

This is done through specific illustrations and analogies and is true for the next session at the customer expectations and customer satisfaction program – value creation through quality.

This session on value creation approaches the essential difference between customer orientation and customer care; between Individual excellence and service excellence, and the techniques to figure out ways of reducing customer concerns to the minimum. Leaners through case study exercises, grasp the nuances of creating value through resources, excellence and quality in their outputs.

At Bodhih, customer expectations and customer satisfaction workshop is a popular session that is part of a larger Behavioural skills training suite.

The session draws richly from research done on customer success philosophies and also published literature on buyer behaviour dynamics.

The heart of the customer success program lies in the powerful session that dissects the topic of customer success namely, managing customer complaints

Class audiences work through various situational variables drawn from real-life occurrences of customer complaints and through diagnostic tests understand their self-styles in managing challenging customers. Participants are encouraged through group activity to experiment with various techniques to resolve customer complaints in a way to balance company interests and customer success and also preserving future relationships.

How would you gain from India’s best customer expectations and customer satisfaction at Bodhih?

Bodhih customizes its customer expectations and customer satisfaction workshop along the ADDIE model. Workshop experiences are analysed, designed, developed and delivered that are solution focused and include a range of blended training pedagogy such as role plays, group exercises, self-assessment tools, management games, individual activities, videos, case studies, facilitation, discussions and more.

In addition to the ADDIE model, the customer expectations and customer satisfaction session takes advantage of the experiential adult-learning process of concrete experience – reflective observation – abstract conceptualization – active experimentation.

The edge in Bodhih’s customer expectations and customer satisfaction program comes from researched industry learnings, current best practices and academic insights. The work shop takeaways ensure that learnings are grasped and applied at all levels within a company and its individuals. The long-term benefits are to institutionalise techniques of customer success by embedding soft skills practices of empathy, providing value through quality, and imbibing customer and self-empowerment practices.

What is Bodhih’s promise on Customer success workshops?

Managers across industries and functions and executive level participants who have attended Bodhih’s sessions on Customer success talk of the changed individual and team behaviours, namely, demonstrating contextual emotional intelligence, bringing a solution-oriented focus, and exceeding customer expectations by the determination to provide value at each touchpoint.

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