Reaction Gauge: Customer Expectations

5 Replies

Reaction Gauge: Customer Expectations

Posted by Lindsay Pietenpol on Oct 22, 2018 12:40 pm

In response to competition from financial technology firms and evolving customer needs, many banks are revamping the way they do business and interact with customers. Now, many are providing around-the-clock service, offering more digital channels and closing some of their brick-and-mortar branches. How are shifting customer expectations reshaping other industries?

Re: Reaction Gauge: Customer Expectations

Posted by Joe Wojniak on Oct 24, 2018 9:22 am

We are beginning to see a shift in how medical procedures are reimbursed.  This shift is being called value based healthcare.  This is a very significant change where healthcare providers are moving away from fee for service reimbursement and are emphasizing reimbursement based upon patient outcomes.
Joe Wojniak ASQ CMQ/OE, CQE

Re: Reaction Gauge: Customer Expectations

Posted by Daniel Zrymiak on Nov 1, 2018 4:30 pm

I support the provision of around-the-clock service and increased digital channels.

I think that such innovations should not be limited to banks or financial companies, but could be adopted by other types of organizations.

It doesn't even have to be around the clock, just during core business hours in all North American regions would be a constructive step forward.

Re: Reaction Gauge: Customer Expectations

Posted by Amanda Foster on Nov 2, 2018 6:05 am

Daniel Zrymiak‍ as an east coaster I don't have much experience being unable to get things done because the company I am working with is no longer open for the day. I have, however, needed to stay late to work with west coast customers. It's a big continent! We live in a great era where communication and business is no longer bound by the constraints of geography and time zones. Of course the drawback is the lack of being truly able to leave work at the end of the day!
Amanda Foster, ASQ CQA

Re: Reaction Gauge: Customer Expectations

Posted by Harry Rowe on Dec 22, 2018 1:51 pm

A few years ago after an extensive survey of ASQ members, a few of us on the ASQ Voice of the Customer Committee characterized these desires among ASQ members with a couple of phrases:

"What I want, when I want it, wherever I happen to be"

"Pull rather than Push" ("on demand" in a Lean/Toyota Production System sense)

Harry Rowe Certified Manager of Quality and Organizational Excellence ASQ Senior Member

Re: Reaction Gauge: Customer Expectations

Posted by Michael Noble on Jan 7, 2019 2:13 am

Many industries have moved beyond customer satisfaction and customer expectation and have moved on to Service Excellence constructs, also called Customer Delight.  These are measures, as described by Kano, intended to increase customer retention and base expansion.  ISO has developed a new technical committee to explore the potential for guidelines and standards.   ISO TC312.