Which of the following can influence customers' expectations?

Principle #4 Both emotions and experiences play an important role in how customers' expectations are built. ⦿ How can you provide customers with positive memories? One thing is for sure, you have to consider customers' "Existing and Set Expectations"! Existing Expectations are the ones customers already have when in touch with you. For example, when they arrive at an airline's website, they expect to search for flights. Set Expectations are the ones that come as the result of an interaction with you. For example, once they have done the online check-in, they expect not to wait in line at the airport terminal. ⦿ What are the customers’ existing and set expectations? ⦿ Are you and your team meeting these expectations? Customer experience is a long journey and a continuous setting and meeting expectations.

Watch Matt Watkinson talking about this topic. It takes less than 3 min. https://www.youtube.com/watch?v=F_TuWbFMzow&ab_channel=Methodical

Photo by 8photo on Freepik. Reference: The Ten Principles Behind Great Customer Experiences by Matt Watkinson. Edinburgh Gate, Harlow. 2013.