{"id":599,"date":"2022-12-01T13:33:24","date_gmt":"2022-12-01T13:33:24","guid":{"rendered":"https:\/\/www.uglymugmarketing.com\/blog\/?p=599"},"modified":"2022-12-01T13:33:24","modified_gmt":"2022-12-01T13:33:24","slug":"exceeding-customer-expectations","status":"publish","type":"post","link":"https:\/\/www.uglymugmarketing.com\/blog\/exceeding-customer-expectations\/","title":{"rendered":"Exceeding Customer Expectations"},"content":{"rendered":"

Exceeding customer expectations is the number one marketing hack that you can do in your business.\u00a0<\/span><\/p>\n

Here’s the problem.\u00a0<\/span><\/p>\n

You and I as business owners, we often believe we’re exceeding expectations when in reality we’re not even meeting our customer’s expectations.\u00a0<\/span><\/p>\n

So we’ve got to determine, are we actually truly exceeding what a reasonable person has the right to expect when they do business with us?<\/span><\/p>\n

Here’s how we do that.\u00a0<\/span><\/p>\n

We call this the customer expectation litmus test.\u00a0<\/span><\/p>\n

Here’s what it looks like.\u00a0<\/span><\/p>\n

So you take out a sheet of paper.\u00a0<\/span><\/p>\n

Draw three columns: does not meet expectation, meets expectations and exceeds expectations. We want to be over here.\u00a0<\/span><\/p>\n

We want to constantly exceed our customer’s expectations.<\/span><\/p>\n

Now, on the left hand side, write down all the points of interaction that people have with your company before, during, and after the sale.\u00a0<\/span><\/p>\n

What are all the points of interaction?<\/span><\/p>\n

So maybe they start by a phone call and we know that a reasonable customer has the right to expect us to answer the phone on the third ring.<\/span><\/p>\n

So that means if we don’t meet expectations, we are gonna answer it on four rings or more.\u00a0<\/span><\/p>\n

To exceed expectations, we got to answer it quicker than three rings, which would be two rings.\u00a0<\/span><\/p>\n

We next move down, email response time.\u00a0<\/span><\/p>\n

How long do they expect us to take to respond to them?\u00a0<\/span><\/p>\n

Okay, so we say it’s four hours to respond as an expectation.<\/span><\/p>\n

To not meet that means anything over four hours.\u00a0<\/span><\/p>\n

So five hours or above.\u00a0<\/span><\/p>\n

To exceed those, we’re gonna respond within three hours.\u00a0<\/span><\/p>\n

You get the point, you go down the list, shipping times, you go down, order checkout processes, all the things.\u00a0<\/span><\/p>\n

You make out this litmus test and you determine.\u00a0<\/span><\/p>\n

By using this test, on actual customers coming through your business, through your organization, determine if you’re actually meeting or exceeding expectations.<\/span><\/p>\n

And here’s the thing, the company with the most evangelists, the most people who you’ve exceeded expectations for those companies will win today.\u00a0<\/span><\/p>\n

Because an army of evangelists is the best marketing tool that you or I can have.<\/span><\/p>\n

Do you believe you’re exceeding expectations, meeting expectations, or not meeting expectations?<\/span><\/p>\n

Be honest, be real because until you are honest with yourself, you will not address this problem, and the company who addresses this problem will ultimately win.<\/span><\/p>\n