sponsoring and speaking at techsaturdays, wroclaw

Paweł ŁopatkaDevelopment Center DirectorSoftServe Poland - Wrocław

“Managing Customer Expectations”

https://www.youtube.com/watch?v=nSNPqNm83Ds

Technology Focus

What does it mean: Customer Expectation?

"Customer Expectation" refers to the total perceived benefits a customer expects from

a company's product or service.

Meet & Exceed the

expectations

Did not meet the

expectations

satisfied disappointed

Types of expectations:1.Explicit - mental targets for product performance2.Implicit - reflect established norms of performance3.Static Performance - address how performance and quality are

defined for a specific application4.Dynamic Performance - how the product or service is expected

to evolve over time5.Technological - focus on the evolving state of the product category6.Interpersonal - reflect the relationship between the customer and

the product or service provider7.Situational - in building a customer satisfaction survey8. Ref: http://www.qualtrics.com/blog/customer-expectations/

What brings value to the customers?Building relationships (professional and personal)Achieving goals for a clientSupportive approach - reacting to issuesIntroducing new experience from our organizationHow do we grow our business & our talent - this reflects

on themHelping them to be successful and to develop their

solutionsSystem (KPI) to Measure Success

What brings value to the customers?Solving not only ours but also their challengesBringing value added (talents, innovation, processes...)Abilities to respond to their clients fasterBe part of ongoing strategy for the customer - by

helping to accomplish theirs strategic initiativesIf they grow, we will grow with themGood communication channelsExchange Relevant and Meaningful Information

Customer Expectation Innovation as a service

https://www.youtube.com/watch?v=v2EXsp_c4T4

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Thank You!