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The importance of understanding and exceeding customer expectations

There’s a risk with many businesses of becoming too mechanical or forgetting about the more personal and human component of keeping consumers satisfied.

Customers that receive amazing customer service will tend to return to the organisation that provided them with it. Regardless of how much customer spends in any one of their transactions, the loyalty that they show is potentially worth a lot more.

Thus, it’s in your best interest to not only meet the expectations of your customers but exceed them.

There is a multitude of reasons why you should be aiming to exceed your customers’ expectations and just as many methods you can employ to do so.

Why should you bother?

A step up on the competition

Sometimes the only advantage you can have over your competitor is how well you treat your customers. With the advances in technology that are accessible to everyone, sometimes the products or services you provide will seem too similar to those of other companies in the eyes of consumers. However, exceptional customer service will never go unnoticed and it’s arguably more important to consumers now than ever.

Loyal customers

With the great customer service that you will be providing, you increase the chances of creating customers that stay loyal to your brand. It will inspire them to return to you in the future for the purchase of other products/services.

This should be the goal when it comes to customer service – to create as many loyal customers as possible. This is due to the endless trust that can come with customers that love your brand over your competitors.

Free advertising

Adding onto the previous point, loyal customers are likely to spread the positive experience they had with your company to other potential customers. Consumers are just simply more prone to believing the word of other consumers than the brand trying to sell to them. With more loyal customers, the chances of word of mouth spreading are increased.

Influence sales

Overall, this will all result in increased sales. Customers with high expectations when it comes to your products, services, and brand in general, will probably choose to do business with your company. This will help you to meet your targets and enjoy higher revenue streams.

What can you do?

Put yourself in their shoes

To truly understand what your customers need and expect from you, it’s important to see things from their point of view and maybe try to experience customer interactions from the other side.

More often than not, experience (especially your experience as a customer first-hand) can help you make more informed decisions about how to improve the customer experience than analysis of the market.

It will give you a more personal insight into the customer experience and this insight will give you opportunities to make more relevant changes at more relevant times.

The customer is king

The most important thing you can do is offer the best customer service possible. It is a sure-fire way to exceed the expectations of your customers. With a well-trained staff that can deliver unrivalled customer service, you are sure to delight your customers enough to convince them to return time and time again.

It’s always a good idea to aim to provide your customers with the best care possible and you should be sure to always put your all into it. Whether it’s the research and analysis you have to conduct or the more personal and human interactions you have with them, every part of customer service is important and it’s crucial you do your best to go above and beyond to not just meet but exceed their expectations. If you’d like to learn more, consider visiting the Excelify Solutions website at or send us an email at


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