Managing Customer Expectations
Chapter Overview
Customer expectations are the building blocks of customer satisfaction. Chapter 3 discusses the role of customer expectations and how they are formed in detail for financial products. It then talks about how financial companies can play a role in setting realistic customer expectations. The chapter concludes by discussing ways to manage customer expectations with reference to financial products in detail. The role of physical settings and ambience is also explained through the concept of servicescapes.
Role of Customer Expectations in Marketing Financial Products
To achieve customer satisfaction and delight companies today need to learn and manage customer expectations. In financial products ...
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