A really key factor in retaining customers and preventing problems is to pay attention to what expectations you, as a business owner, are setting with customers. What promises are you making? Promises can be verbal, they can be in writing in a contract or terms and conditions, but they can also be implied in your marketing materials and packaging, or by what someone in your organization says or does. Anyone that touches a customer is either setting or meeting a customer’s expectation.

Customer satisfaction is really how well you deliver against what you promise.


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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

4 Responses to “Customer Retention tip – What did you promise?”

  1. Sarah Says:

    Pretty nice post. I just came by your site and wanted to say
    that I’ve really liked browsing your blog posts. In any case
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  2. Adele Says:

    Thank you. Please bear with me while I learn this blogging tool. I have much more to write about. Keep coming back.
    Let me know what topics you might be interested in or problems you are having that relate to customer satisfaction

  3. How I Make $5000 a Month Posting Links on Google Says:

    Loved your latest post, by the way.

  4. Customer Satisfaction mistakes can also violate new FTC Regulations | Customer Satisfaction and Reputation Management Says:

    […] is the balance between what you promise and what you deliver against those promises.  See my blog article on this subject.  In the FTC context, what you promise your product or service does can come under […]

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