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Jagdish Sheth
With growing age, income, and ethnic diversity, customer expectations are also becoming more diverse. Therefore, it is becoming difficult to satisfy all customers with growing but divergent expectations. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, suggests shaping customer expectations is as, if not more, important than exceeding customer expectations. There are three strategies to manage customer expectations: abandon the customer, accommodate the customer, and adjust customer expectations. Since not all customers are profitable, one must link managing customer expectations with profitability outcomes.
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What's inside
Syllabus
How to Manage Diverging Customer Expectations (parts 1 and 2)
Customer expectations are increasingly divergent. Therefore, companies must learn how to manage diverging expectations in addition to exceeding customer expectations. We are very selective with recruiting employees and we need to similarly be selective when choosing customers. Customer selectivity is very key for managing customer expectations and we need to learn to “fire” customers. For instance, airlines have banned unruly customers.
Read more
Syllabus
How to Manage Diverging Customer Expectations (parts 1 and 2)
Customer expectations are increasingly divergent. Therefore, companies must learn how to manage diverging expectations in addition to exceeding customer expectations. We are very selective with recruiting employees and we need to similarly be selective when choosing customers. Customer selectivity is very key for managing customer expectations and we need to learn to “fire” customers. For instance, airlines have banned unruly customers.
Read more
How to Manage Diverging Customer Expectations (parts 3 and 4)
This module suggests how human resource practices and employee selection and retention can be an effective analog for customer selection and customer retention. Employee selectivity, career development, promotion, and retirement are useful to apply to customer selectivity, customer lifetime value, customer promotion, and customer retirement.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Explores strategies for managing diverging customer expectations, which is a growing concern for businesses
Taught by Professor Jagdish Sheth, a Padma Bhushan Award winner for Literature and Education
Examines how human resource practices can be applied to customer management, providing insights for improving customer selectivity and retention
Helps learners develop strategies for managing customer expectations, a crucial skill for businesses in today's competitive market
Assumes some prior knowledge of customer management concepts, making it more suitable for intermediate learners
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Managing Customer Expectations with Jagdish Sheth with these
activities:
Course Materials Compilation
Show steps
Organize and review the course materials to enhance your understanding.
Show steps
-
Gather all of the course materials
-
Organize the materials into a logical order
-
Review the materials regularly
Review Divergent Customer Expectations
Show steps
Start the course with a firm grasp of the concept of divergent customer expectations.
Browse courses on
Customer Expectations
Show steps
-
Read the course syllabus
-
Review the course description
Find a Mentor
Show steps
Seek out a mentor who can provide guidance and support throughout the course.
Show steps
-
Identify potential mentors
-
Reach out to your potential mentors
-
Set up a meeting with your mentor
Five other activities
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The Customer Revolution
Show steps
Reinforce the concept of exceeding customer expectations to drive loyalty.
Show steps
-
Read the first five chapters
-
Write a one-page summary of the book
Customer Expectation Analysis
Show steps
Analyze customer expectations and develop strategies to meet them.
Browse courses on
Customer Expectations
Show steps
-
Identify different customer segments
-
Analyze the expectations of each segment
-
Develop strategies to meet the expectations of each segment
Customer Expectation Management Plan
Show steps
Create a plan to manage customer expectations effectively.
Browse courses on
Customer Expectations
Show steps
-
Identify the different customer segments
-
Analyze the expectations of each segment
-
Develop strategies to meet the expectations of each segment
-
Create a plan to implement the strategies
Managing Customer Expectations Workshop
Show steps
Gain practical experience in managing customer expectations through interactive exercises.
Browse courses on
Customer Expectations
Show steps
-
Attend the workshop
-
Participate in the exercises
-
Develop a plan to implement the strategies learned in the workshop
Mentor Other Students
Show steps
Deepen your understanding of the course material by mentoring other students.
Browse courses on
Mentoring
Show steps
-
Sign up to be a mentor
-
Meet with your mentee regularly
-
Provide guidance and support to your mentee
Course Materials Compilation
Show steps
Organize and review the course materials to enhance your understanding.
Show steps
Show steps
Show steps
- Gather all of the course materials
- Organize the materials into a logical order
- Review the materials regularly
Review Divergent Customer Expectations
Show steps
Start the course with a firm grasp of the concept of divergent customer expectations.
Browse courses on
Customer Expectations
Show steps
Show steps
Show steps
- Read the course syllabus
- Review the course description
Find a Mentor
Show steps
Seek out a mentor who can provide guidance and support throughout the course.
Show steps
Show steps
Show steps
- Identify potential mentors
- Reach out to your potential mentors
- Set up a meeting with your mentor
Five other activities
Expand to see all activities and additional details
Show all eight activities
The Customer Revolution
Show steps
Reinforce the concept of exceeding customer expectations to drive loyalty.
Show steps
Show steps
Show steps
- Read the first five chapters
- Write a one-page summary of the book
Customer Expectation Analysis
Show steps
Analyze customer expectations and develop strategies to meet them.
Browse courses on
Customer Expectations
Show steps
Show steps
Show steps
- Identify different customer segments
- Analyze the expectations of each segment
- Develop strategies to meet the expectations of each segment
Customer Expectation Management Plan
Show steps
Create a plan to manage customer expectations effectively.
Browse courses on
Customer Expectations
Show steps
Show steps
Show steps
- Identify the different customer segments
- Analyze the expectations of each segment
- Develop strategies to meet the expectations of each segment
- Create a plan to implement the strategies
Managing Customer Expectations Workshop
Show steps
Gain practical experience in managing customer expectations through interactive exercises.
Browse courses on
Customer Expectations
Show steps
Show steps
Show steps
- Attend the workshop
- Participate in the exercises
- Develop a plan to implement the strategies learned in the workshop
Mentor Other Students
Show steps
Deepen your understanding of the course material by mentoring other students.
Browse courses on
Mentoring
Show steps
Show steps
Show steps
- Sign up to be a mentor
- Meet with your mentee regularly
- Provide guidance and support to your mentee
Career center
Learners who complete Managing Customer Expectations with Jagdish Sheth will develop knowledge and skills
that may be useful to these careers:
Customer Experience Manager
Customer Experience Manager
A Customer Experience Manager is responsible for designing and implementing strategies to improve the customer experience. This course may be useful for Customer Experience Managers, as it provides insights into customer expectations and how to manage them. This knowledge can help Customer Experience Managers develop strategies that better meet the needs of customers.
Project Manager
Project Manager
A Project Manager is responsible for planning, executing, and closing projects. This course may be useful for Project Managers, as it provides insights into customer expectations and how to manage them. This knowledge can help Project Managers develop projects that better meet the needs of customers.
Sales Manager
Sales Manager
A Sales Manager is responsible for managing a team of sales representatives and ensuring that they meet sales goals. This course may be useful for Sales Managers, as it provides insights into customer expectations and how to manage them. This knowledge can help Sales Managers train and develop their team to better meet the needs of customers.
Business Analyst
Business Analyst
A Business Analyst is a professional who analyzes business processes and develops solutions to improve efficiency and effectiveness. This course may be useful for Business Analysts, as it provides insights into customer expectations and how to manage them. This knowledge can help Business Analysts develop solutions that better meet the needs of customers.
Web Developer
Web Developer
A Web Developer is responsible for developing and maintaining websites. This course may be useful for Web Developers, as it provides insights into customer expectations and how to manage them. This knowledge can help Web Developers develop websites that better meet the needs of users.
Product Manager
Product Manager
A Product Manager is responsible for developing and managing products. This course may be useful for Product Managers, as it provides insights into customer expectations and how to manage them. This knowledge can help Product Managers develop products that better meet the needs of customers.
Consultant
Consultant
A Consultant provides advice and guidance to businesses on a variety of topics, including strategy, operations, and technology. This course may be useful for Consultants, as it provides insights into customer expectations and how to manage them. This knowledge can help Consultants develop strategies and solutions that better meet the needs of clients.
Entrepreneur
Entrepreneur
An Entrepreneur is someone who starts and runs their own business. This course may be useful for Entrepreneurs, as it provides insights into customer expectations and how to manage them. This knowledge can help Entrepreneurs develop products and services that better meet the needs of customers.
Market Researcher
Market Researcher
A Market Researcher is responsible for conducting research to understand customer needs and preferences. This course may be useful for Market Researchers, as it provides insights into customer expectations and how to manage them. This knowledge can help Market Researchers develop research methods that better capture the needs of customers.
User Experience Designer
User Experience Designer
A User Experience Designer is responsible for designing and developing user interfaces for websites and mobile applications. This course may be useful for User Experience Designers, as it provides insights into customer expectations and how to manage them. This knowledge can help User Experience Designers design interfaces that better meet the needs of users.
Marketing Manager
Marketing Manager
A Marketing Manager is responsible for developing and implementing marketing strategies. This course may be useful for Marketing Managers, as it provides insights into customer expectations and how to manage them. This knowledge can help Marketing Managers develop strategies that better meet the needs of customers.
Digital Marketing Manager
Digital Marketing Manager
A Digital Marketing Manager is responsible for developing and implementing digital marketing campaigns. This course may be useful for Digital Marketing Managers, as it provides insights into customer expectations and how to manage them. This knowledge can help Digital Marketing Managers develop campaigns that better meet the needs of customers.
Customer Service Manager
Customer Service Manager
A Customer Service Manager is responsible for managing a team of customer service representatives and ensuring that customers receive high-quality service. This course may be useful for Customer Service Managers, as it provides insights into customer expectations and how to manage them. This knowledge can help Customer Service Managers train and develop their team to better meet the needs of customers.
Strategy Consultant
Strategy Consultant
A Strategy Consultant provides advice and guidance to businesses on strategic issues. This course may be useful for Strategy Consultants, as it provides insights into customer expectations and how to manage them. This knowledge can help Strategy Consultants develop strategies that better meet the needs of clients.
Account Manager
Account Manager
An Account Manager is a professional who oversees sales and business operations for a particular set of accounts. They are responsible for the maintenance and growth of those accounts, ensuring a positive relationship between the company and its customers. This course helps build a foundation for success in Account Management by providing insights into customer expectations and how to manage them effectively.
For more career information including salaries, visit:
OpenCourser.com/course/los4hg/managing
Reading list
We've selected 14 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Managing Customer Expectations with Jagdish Sheth.
Is written by the instructor of the course and provides an in-depth look at the strategies for managing customer expectations. It would be a valuable addition to the course as a core textbook.
Provides a comprehensive overview of marketing management, including strategies for managing customer expectations. It would be useful as a textbook for the course or as a reference.
Provides a strategic framework for customer relationship management, including strategies for managing customer expectations. It would be useful as a supplement to the course, providing additional insights and case studies.
Provides a comprehensive overview of customer relationship management (CRM) concepts and tools, including how to manage customer expectations. It valuable resource for students and practitioners who want to learn more about CRM.
Provides a framework for understanding the challenges of marketing and selling technology products to mainstream customers. It would be useful as additional reading for the course, providing insights into the importance of managing customer expectations in different market segments.
Provides a framework for understanding the experience economy and how to create memorable customer experiences. It would be useful as additional reading for the course, providing insights into the importance of managing customer expectations in today's economy.
Provides a framework for understanding the innovator's dilemma and how to avoid it. It would be useful as additional reading for the course, providing insights into the challenges of managing customer expectations in a rapidly changing market.
Provides a guide to building successful businesses using the lean startup approach. It would be useful as additional reading for the course, providing insights into the importance of customer feedback and iterative development.
Save
Provides a hands-on guide to getting customers for your startup. It would be useful as additional reading for the course, providing practical tips and case studies.
Save
Provides a framework for understanding the relationship between customer satisfaction and profitability. It would be useful as additional reading for the course, providing insights into the financial implications of managing customer expectations.
Provides a new framework for understanding the economy. It argues that the economy is shifting from a goods-based economy to an experience-based economy, and that businesses need to focus on creating memorable experiences for their customers.
Save
Provides insights into the science of memorable experiences. It shows how to create moments that are meaningful, memorable, and transformative.
Save
Provides a framework for understanding the relationship between customer satisfaction and profitability. It shows how to create a virtuous cycle of customer satisfaction, employee satisfaction, and profitability.
Provides a strategic framework for managing customer relationships. It shows how to create and maintain strong customer relationships that drive growth.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/los4hg/managing
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Level
Introductory
Via
Coursera
Institution
University System of Georgia
Instructor
Jagdish Sheth
Language
English
Transcript
tiếng Việt
This course belongs to a
collection
called
Customer Centricity with Professor Jagdish Sheth. It's comprised of four courses:
- Customer Centricity as Competitive Advantage - Jagdish Sheth
- Managing Customer Expectations with Jagdish Sheth (viewing)
- Strategies for Planned Social Change with Jagdish Sheth
- How to Become a Trusted Advisor with Jagdish Sheth
Good to know
Explores strategies for managing diverging customer expectations, which is a growing concern for businesses
Taught by Professor Jagdish Sheth, a Padma Bhushan Award winner for Literature and Education
Examines how human resource practices can be applied to customer management, providing insights for improving customer selectivity and retention
Helps learners develop strategies for managing customer expectations, a crucial skill for businesses in today's competitive market
Assumes some prior knowledge of customer management concepts, making it more suitable for intermediate learners
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