sponsoring and speaking at techsaturdays, wroclaw
TRANSCRIPT
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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