{"id":131,"date":"2007-05-09T06:16:00","date_gmt":"2007-05-09T13:16:00","guid":{"rendered":"https:\/\/fishingforcustomers.com\/expectations-drive-word-of-mouth\/"},"modified":"2020-10-05T10:25:07","modified_gmt":"2020-10-05T17:25:07","slug":"expectations-drive-word-of-mouth","status":"publish","type":"post","link":"https:\/\/develop-my-site.com\/fishing2\/expectations-drive-word-of-mouth\/","title":{"rendered":"Expectations Drive Word-of-Mouth"},"content":{"rendered":"
\"Customer<\/a>

Customer Expectations<\/p><\/div>\n

Your friend is raving about a movie his wife has dragged him to. He says he\u2019s glad she insisted, because it turned out to be the best crime drama he\u2019s seen in years.<\/p>\n

He\u2019s so enthusiastic that you decide to see it, too. But you find the film is only so-so. The plot is predictable. The acting flat. The dialog stilted in places.<\/p>\n

Why did you and your friend have such differing reactions to this film? Probably because of your expectations.<\/p>\n

Your friend, having been coerced into attending, began with negative expectations, and was surprised to find the film entertaining. You, on the other hand, were expecting \u201cthe best crime drama in years<\/em>.\u201d This film couldn\u2019t live up to those expectations.<\/p>\n

Customer service comes down to expectations<\/h3>\n

It\u2019s the reason<\/a> better than average service turns new customers into evangelists for your company<\/a>. As this new, higher standard of service becomes their norm, they come to expect it. It\u2019s the reason evangelists frequently become less vocal over time.<\/p>\n

It\u2019s also the reason you should never advertise the little extras. Use these to surprise and delight your customer. Otherwise, they aren\u2019t special. They\u2019re merely what she expected.<\/p>\n

And on those off days when everything goes wrong, and a new shopper\u2019s expectations of average service are shattered by your lacklustre performance, it\u2019s the reason she becomes a vigilante<\/a>. (Unfortunately, people who feel they\u2019ve been wronged seem to hold grudges for a long time).<\/p>\n

So here\u2019s your reality:<\/h3>\n

Every day you do business with people for the first time. If they get what they expect, they won\u2019t be commenting to anyone. It\u2019s violation of expectations, for good or bad, that drive word of mouth<\/a>.<\/p>\n

Make your violations positive, extremely positive, when you’re fishing for customers.<\/p>\n

Your Guide,
\nChuck McKay<\/em><\/p>\n

\"MarketingYour Fishing for Customers guide, Chuck McKay<\/a>, gets people to buy more of what you sell.<\/p>\n

Ready to bat around some ideas about exceeding your customers’ expectations? Call Chuck at 304-208-7654, or drop him a note at ChuckMcKay@ChuckMcKayOnLine.com<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Your friend is raving about a movie his wife has dragged him to. He says he\u2019s glad she insisted, because it turned out to be the best crime drama he\u2019s seen in years. He\u2019s so enthusiastic that you decide to see it, too. But you find the film is only so-so. The plot is predictable. […]<\/p>\n","protected":false},"author":2,"featured_media":1810,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[17,50],"tags":[108,164,163,109,110],"class_list":["post-131","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-education","category-social-media-and-word-of-mouth","tag-customer-evangelists","tag-customer-service","tag-social-media-and-word-of-mouth","tag-vigilante-customers","tag-violated-expectation"],"_links":{"self":[{"href":"https:\/\/develop-my-site.com\/fishing2\/wp-json\/wp\/v2\/posts\/131","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/develop-my-site.com\/fishing2\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/develop-my-site.com\/fishing2\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/develop-my-site.com\/fishing2\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/develop-my-site.com\/fishing2\/wp-json\/wp\/v2\/comments?post=131"}],"version-history":[{"count":5,"href":"https:\/\/develop-my-site.com\/fishing2\/wp-json\/wp\/v2\/posts\/131\/revisions"}],"predecessor-version":[{"id":2921,"href":"https:\/\/develop-my-site.com\/fishing2\/wp-json\/wp\/v2\/posts\/131\/revisions\/2921"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/develop-my-site.com\/fishing2\/wp-json\/wp\/v2\/media\/1810"}],"wp:attachment":[{"href":"https:\/\/develop-my-site.com\/fishing2\/wp-json\/wp\/v2\/media?parent=131"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/develop-my-site.com\/fishing2\/wp-json\/wp\/v2\/categories?post=131"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/develop-my-site.com\/fishing2\/wp-json\/wp\/v2\/tags?post=131"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}