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Managing Customer Expectations with Jagdish Sheth

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Managing Customer Expectations with Jagdish Sheth

Name: Managing Customer Expectations with Jagdish Sheth
Rating: 4.756756756756757 (37 reviews)

This course is part of Customer Centricity with Professor Jagdish Sheth Specialization

Instructor: Jagdish Sheth

1,902 already enrolled

Included with

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2 modules

Gain insight into a topic and learn the fundamentals.

37 reviews

Beginner level

Recommended experience

7 hours to complete

Flexible schedule

Learn at your own pace

2 modules

Gain insight into a topic and learn the fundamentals.

37 reviews

Beginner level

Recommended experience

7 hours to complete

Flexible schedule

Learn at your own pace

Skills you'll gain

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

4 assignments¹

AI Graded see disclaimer

Taught in English

91%

of learners achieved a positive career outcome

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This course is part of the Customer Centricity with Professor Jagdish Sheth Specialization

When you enroll in this course, you'll also be enrolled in this Specialization.

Learn new concepts from industry experts
Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate

There are 2 modules in this course

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.

Module details

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.

What's included

21 videos4 readings2 assignments3 discussion prompts

21 videosTotal 67 minutes

Intro Video0 minutes
How to Manage Diverging Customer Expectations 015 minutes
How to Manage Diverging Customer Expectations 024 minutes
How to Manage Diverging Customer Expectations 034 minutes
How to Manage Diverging Customer Expectations 043 minutes
How to Manage Diverging Customer Expectations 053 minutes
How to Manage Diverging Customer Expectations 063 minutes
How to Manage Diverging Customer Expectations 072 minutes
How to Manage Diverging Customer Expectations 083 minutes
How to Manage Diverging Customer Expectations 093 minutes
How to Manage Diverging Customer Expectations 105 minutes
How to Manage Diverging Customer Expectations 113 minutes
How to Manage Diverging Customer Expectations 124 minutes
How to Manage Diverging Customer Expectations 133 minutes
How to Manage Diverging Customer Expectations 143 minutes
How to Manage Diverging Customer Expectations 153 minutes
How to Manage Diverging Customer Expectations 162 minutes
How to Manage Diverging Customer Expectations 174 minutes
How to Manage Diverging Customer Expectations 182 minutes
How to Manage Diverging Customer Expectations 194 minutes
How to Manage Diverging Customer Expectations 204 minutes

4 readingsTotal 30 minutes

About this course5 minutes
About the Assignments5 minutes
Discussion Forum Guidleines10 minutes
Discussion Forum Guidleines10 minutes

2 assignmentsTotal 60 minutes

Module 1 Summative Quiz30 minutes
Module 1 Practice Quiz30 minutes

3 discussion promptsTotal 30 minutes

Meet and Greet10 minutes
Meet and Greet10 minutes
"Managing Customer Expectations" Discussion10 minutes

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.