Customer Expectations in Business

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What influences customer expectations before they interact with a business?

Past experiences, marketing, and recommendations

General market norms, customer service, and quality of product

Brand promise, segmented expectations, and external influences

All of the above (correct)

What is the purpose of the Kano Model?

To understand how different features influence customer satisfaction (correct)

To develop a brand promise

To identify key concepts in customer expectations

To measure customer satisfaction

What is the primary goal of strategies aiming to exceed customer expectations?

To provide value for money

To increase customer retention

To enhance brand loyalty

To improve customer satisfaction (correct)

Why would you use Kano Analysis?

To answer key questions about how to measure customer satisfaction (D) Signup and view all the answers

What are the three categories of features in the Kano Model?

Must-be, performance, and attractive features (D) Signup and view all the answers

What is the outcome of meeting customer expectations?

Customer retention and brand loyalty (A) Signup and view all the answers

What is the primary focus of customer service in the pre-2000s?

Transactional interactions (B) Signup and view all the answers

What is the primary advantage of using SERVQUAL?

It provides a structured approach to assess service quality (D) Signup and view all the answers

What is the primary driver of customer expectations in the 2020s?

Integration of AI and digitalization (D) Signup and view all the answers

What is the primary purpose of using Kano Analysis?

To see what would impress customers and enhance a current product (B) Signup and view all the answers

What is a limitation of the SERVQUAL model?

It focuses on service rather than outcome (A) Signup and view all the answers

What is the purpose of surveys in understanding customer expectations?

To gather qualitative and quantitative data about customer expectations and satisfaction (A) Signup and view all the answers

What is the advantage of using closed-ended questions in surveys?

They allow for statistical analysis (C) Signup and view all the answers

What is a key strategy for businesses to adapt to changing customer expectations?

Emphasizing technology integration and customer experience (A) Signup and view all the answers

What is a driver of change in customer expectations?

Technological advancements (A) Signup and view all the answers

What is a disadvantage of Kano Analysis?

It requires quantitative analysis (B) Signup and view all the answers

What is the primary benefit of direct feedback methods in understanding customer expectations?

They are obtained straight from the customers and are explicit and valuable (C) Signup and view all the answers

What is the outcome of using SERVQUAL?

Improved service quality (D) Signup and view all the answers

Which of the following factors is least likely to influence customer expectations?

Government policies (B) Signup and view all the answers

What is the primary focus of strategies aiming to meet customer expectations?

Providing basic product features (C) Signup and view all the answers

How have customer expectations changed over the past 20 years?

They have become more demanding and personalized (A) Signup and view all the answers

What is the key benefit of using the Kano Model?

It helps to prioritize product features based on customer satisfaction (B) Signup and view all the answers

What is an example of a company that creates irresistible customer experiences?

Apple (C) Signup and view all the answers

What is the ultimate goal of companies aiming to exceed customer expectations?

To gain a competitive advantage (D) Signup and view all the answers

What is the primary purpose of using one-on-one discussions in customer expectations research?

To gain a deeper understanding of individual customer expectations and experiences (A) Signup and view all the answers

What is a disadvantage of using indirect feedback methods?

It may not represent the broader customer base (D) Signup and view all the answers

What is the primary advantage of using review analysis in customer expectations research?

It provides direct insights from customers who have experienced the product or service (B) Signup and view all the answers

What is the primary purpose of the customer expectation management cycle?

To foster a strong relationship with customers and maintain high customer satisfaction (C) Signup and view all the answers

What is a strategy used by Amazon to meet or exceed customer expectations?

Using predictive analytics to anticipate customer purchases (C) Signup and view all the answers

What is a benefit of using focus groups in customer expectations research?

Interaction among participants can yield insights that individual interviews or surveys may not (A) Signup and view all the answers

What is a disadvantage of using interviews in customer expectations research?

It is time-consuming and resource-intensive (C) Signup and view all the answers

What is the primary purpose of social media monitoring in customer expectations research?

To listen to customer conversations about brands, services, or products naturally occurring on social media platforms (B) Signup and view all the answers

What is an outcome of meeting or exceeding customer expectations?

Better customer retention and loyalty (B) Signup and view all the answers

What is a strategy used by Zappos to meet or exceed customer expectations?

Offering a 365-day return policy (B) Signup and view all the answers