Customer satisfaction depends, in part, on the gap between a customer’s expectations and the actual performance. A good tactics, seldom used, to increase satisfaction is to shape customers’ expectations. The Belgian Post gives us an easy example.
The most annoying part of going to the post office is the waiting time. I recently saw a leaflet at my local post office where busy and less busy hours are announced. Knowing that, it’s then up to you to decide when to go and whether you want to loose your time or not. If you choose to, you’ll be the only one to blame.
Posted in Marketing.