Question

Is it important that a service provider manages customer expectations through its communications and promotions? How can a service provider accomplish this? Explain your answer with an example.

Answer 1

It is important that a service provider manages customer expectations through its communications and promotions due to the below reasons -

1. Customers expect to get a clear understanding of the service they wish to receive before taking a decision of purchase to understand whether the service fulfills their needs or expectations.

2. Customers can feel confident to purchase the service.

Below is how the service provider can accomplish effective communication to the customers -

1. By providing continuous communication of the services and the details through various media viz. emails, calls, social media, notifications etc.

2. By promoting the services and their features on various media.

3. By providing testimonials of customers who experienced the services.

4. By reaching out to individual customers for feedback on the services.

5. By providing customization options to the services.