Accuracy, Availability, Partnership and Advice. These are the four levels of customer expectations to fulfill to transform customers into loyal advocates.
Accuracy. Giving them as exactly as they want it. Satisfying their expectations as promised. Time, quantity, amount, volume… etc.. Or like giving them the right change from a right price. Having project delivered on-time and work as defined during planning stage.
Availability. Being there when they need you or your product. Like Ministop or 7-11 when you ran out of ink or you just need an energy drink to stay up late. Being there most of the times as much as possible, especially when they needed you most.
Partnership. Complementing each other. Acknowledging their existence and importance. Tuning -in like radio. Knowing their likes and they don’t like. Making them feel that they really matter as if they are member of the board.
Advice. Letting them know on how to optimize or utilize your products or services. Make them an experts of what they acquired. Give them ideas like having sundae after they ordered a meal.
Having these fulfilled makes your customer like a walking poster ad of your products or services.
* Some of many things i learned while reading “First, Break all the rules ” book.
Sounds interesting, makes me want to read that book too.