{"id":1855,"date":"2010-04-12T00:00:00","date_gmt":"2010-04-12T00:00:00","guid":{"rendered":"http:\/\/bp.rajeshkurikayar.co.uk\/?page_id=1855"},"modified":"2019-12-10T07:28:25","modified_gmt":"2019-12-10T12:28:25","slug":"your-customer-experience-failing-match-rising-customer-expectations","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/your-customer-experience-failing-match-rising-customer-expectations\/","title":{"rendered":"Is your Customer Experience failing to match rising Customer Expectations?"},"content":{"rendered":"<p><a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/\">Customer Experience<\/a> failing to match rising Customer Expectations&#8230;.<\/p>\n<p>Expectations. So often, your Customer Experience is built on matching your Customer expecations.<\/p>\n<p>The Institute of Customer Service has just surveyed it members to gather insight \u201con how well it [Customer Service] is represented at a strategic level and among senior executives.\u201d One of the key areas they looked into is Customer Expectations.<\/p>\n<p>There was a dramatic difference between the public and private sector, with over 80% of public sector respondents reporting a shortfall between customer expectations and customer experience. Is this due to the public sector offering a plethora of choices of services, brands and organisations? Or that the private sector is more customer focused from a top-down strategic level?<\/p>\n<p>The Institute of Customer Service found little difference between public and private sector respondents when questioned if Customer Service was \u201dadequately represented at a senior management level\u201d \u2013 thus it appears to either be an implementation issue for the public sector, or that customer expectations are spiralling out of control.<\/p>\n<p>SOURCE: <a href=\"http:\/\/www.instituteofcustomerservice.com\/1711\/Blog.html\/2010\/03\/when-customer-experience-doesnt-meet-expectations-even-when-we-do-the-right-thing\/\" rel=\"nofollow noopener\" target=\"_blank\">INSTITUTE OF CUSTOMER SERVICE<\/a><\/p>\n<p>Head over to the <a href=\"http:\/\/www.instituteofcustomerservice.com\/1711\/Blog.html\/2010\/03\/when-customer-experience-doesnt-meet-expectations-even-when-we-do-the-right-thing\/\" rel=\"nofollow noopener\" target=\"_blank\">original post<\/a> to see further insights from the study<\/p>\n<p>Author: Colin Shaw<\/p>\n<p>&nbsp;<\/p>\n<p>By Colin Shaw | Published: April 12, 2010<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer Experience failing to match rising Customer Expectations&#8230;. Expectations. So often, your Customer Experience is built on matching your Customer expecations. The Institute of Customer Service has just surveyed it members to gather insight \u201con how well it [Customer Service] is represented at a strategic level and among senior executives.\u201d One of the key areas [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[93,83],"tags":[],"class_list":["post-1855","post","type-post","status-publish","format-standard","hentry","category-customer-behaviour","category-customer-experience-1"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/1855","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=1855"}],"version-history":[{"count":0,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/1855\/revisions"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=1855"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=1855"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=1855"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}