1 / 4

What Is The knowledge Gap

What Is The knowledge Gap. Reflects the difference between customers’ expectations and the firm’s perception of those customer expectations. Firms can use market research to close this gap by matching customer expectations with actual service provided. Customers Expectations.

manon
Download Presentation

What Is The knowledge Gap

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. What Is The knowledge Gap • Reflects the difference between customers’ expectations and the firm’s perception of those customer expectations. • Firms can use market research to close this gap by matching customer expectations with actual service provided.

  2. Customers Expectations • Customers Expect Single Source Service.Customers don't want to be transferred to every unit of your business to have their problems solved. They want to be able to do business with the slightest amount of discomfort. Youmust be easy to do business with. This means taking ownership of your customers requests, problem, etc., and ensuring that theirneeds are met to their satisfaction.

  3. Customer expectations through training Raleigh Miller (left) helps customer Brad Germander, who's looking for a new digital camera at Best Buy. Before new hires can work alone with a customer, they have to shadow a "Blue Shirt" for a month.

  4. Customers expectations Customers want to be able to speak to store personnel and not be just run around or sent to someone else. They want the stores no matter where they are to be there for them. This can be done by observing the customers, asking questions and passing it further up their chain of command. This will then arrive at the firms headquarters and see that it is working.

More Related