http://www.jmorganmarketing.com/managing-expectations/ Social Business Strategy and Enterprise 2.0 Sat, 20 Mar 2010 05:50:42 -0700 http://wordpress.org/?v=2.9.1 hourly 1 http://www.jmorganmarketing.com/managing-expectations/comment-page-1/#comment-164 Jacob Morgan Thu, 03 Apr 2008 16:50:22 +0000 http://www.jmorganmarketing.com/?p=118#comment-164 Hi Laurent. I think it depends on how well you know your customers. It depends on how you underpromise and how you over deliver. It's about the extra added value you can provide. The detrimental factor can be that over time your customers will expect more and more over delivering. It's a balance game. Hi Laurent. I think it depends on how well you know your customers. It depends on how you underpromise and how you over deliver. It’s about the extra added value you can provide. The detrimental factor can be that over time your customers will expect more and more over delivering. It’s a balance game.

]]> http://www.jmorganmarketing.com/managing-expectations/comment-page-1/#comment-163 Laurent Thu, 03 Apr 2008 16:40:24 +0000 http://www.jmorganmarketing.com/?p=118#comment-163 Long time ago, I was working at a big co and they ran a study on customer loyalty. The top factor was 'managing expectations'...and it shows that over promise/under deliver was bad but that also, over time, under promise / over deliver could be detrimental too. The wisdom is to try to be right on the "do what you said you would do". Long time ago, I was working at a big co and they ran a study on customer loyalty. The top factor was ‘managing expectations’…and it shows that over promise/under deliver was bad but that also, over time, under promise / over deliver could be detrimental too. The wisdom is to try to be right on the “do what you said you would do”.

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