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With growing age, income, and ethnic diversity, customer expectations are also becoming more diverse. Therefore, it is becoming difficult to satisfy all customers with growing but divergent expectations. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, suggests shaping customer expectations is as, if not more, important than exceeding customer expectations. There are three strategies to manage customer expectations: abandon the customer, accommodate the customer, and adjust customer expectations. Since not all customers are profitable, one must link managing customer expectations with profitability outcomes.
Managing Customer Expectations with Jagdish Sheth
了解顶级公司的员工如何掌握热门技能
积累特定领域的专业知识
本课程是 Customer Centricity with Professor Jagdish Sheth 专项课程 专项课程的一部分
在注册此课程时，您还会同时注册此专项课程。
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- 获得可共享的职业证书
该课程共有2个模块
Customer expectations are increasingly divergent. Therefore, companies must learn how to manage diverging expectations in addition to exceeding customer expectations. We are very selective with recruiting employees and we need to similarly be selective when choosing customers. Customer selectivity is very key for managing customer expectations and we need to learn to “fire” customers. For instance, airlines have banned unruly customers.
涵盖的内容
21个视频4篇阅读材料2个作业3个讨论话题
This module suggests how human resource practices and employee selection and retention can be an effective analog for customer selection and customer retention. Employee selectivity, career development, promotion, and retirement are useful to apply to customer selectivity, customer lifetime value, customer promotion, and customer retirement.
涵盖的内容
21个视频1篇阅读材料2个作业1次同伴评审
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授课教师评分
4.2 (5个评价)
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