Trust is key to managing customer expectations in today’s fast-changing world. While perfection isn’t possible, transparency is—and customers deeply value honesty.
When transparency is your default, disappointments become opportunities for connection. Take the supplement company that added flavoring to an unflavored product: instead of ignoring feedback, they addressed it openly, building stronger relationships. Whether it’s a service delay or a product change, a simple heads-up can turn complaints into appreciation.
Expectations are shaped by every brand interaction—not just yours. That means your competition isn’t just your industry, but every company your customers engage with. Successful businesses continuously revisit promises and review touchpoints to close gaps before they widen.
Empathy is your strongest tool. Change is hard, but clear, compassionate communication—explaining the “why” and how you’ll help—builds trust and respect.
Want to level up your strategy? Take our free CXI Compass assessment at cxicompass.com to find your top priorities. Understanding expectations is the first step to exceeding them.
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Jeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR.
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