Lisa van Kesteren

Learn how understanding and managing Customer Expectations should be the key focus of any business that focuses on providing a great Customer Experience. Using examples from a 2018 New York Flagship stores survey, Lisa VanKesteren, will show how customer expectations drive the customer experience and how it’s impossible to create a great customer experience without understanding customer expectations and how important it is that employees are made aware of expectations that brand promises hold. Key takeaways: 1) How spending more time on understanding, defining and influencing customer expectations can help improve the customer experience. 2) How to analyze customer experience failures and tie them back to unmet customer expectations. 3) Recent (2018) research examples from retail and restaurant shopping that show how unmet customer expectations lead to a bad customer experience and how to avoid this.