Don't set yourself up to fail!
A big part of ensuring that your brand enjoys any form of loyalty is a promise kept
Expectations!
As simple as this is, it can be the major difference in how people experience your brand. Should they wait? What did you promise and under-deliver? What is the kind of quality they expect to get from you and many others in that loop?
On one of my many trips around Twitter, I stumbled on this tweet that got me thinking about how communication materials can help nudge people towards experiencing your brand in a way that is good for your business.
Pause.
Read the thread first before you continue.
Let’s start with this, have you noticed that when you order an uber, you do not start getting worried until the “Expected waiting time” on the app elapses? Imagine the app without the wait time? You know how angry you get when you read a label or review, expecting something and not getting it?Or have you imagined how you react differently when you did not expect better and the brand/product did not now “kukuma” do well?
So! As much as possible, a very important part of building a structure for your customer experience is ensuring that you properly manage expectation. What should they expect from you? Can you deliver what you say you can? What do I need to have to be able to deliver on the promises I intend to keep?
A big part of ensuring that your brand enjoys any form of brand loyalty is a promise kept.
And yeah, rather than compromise on “quality” to meet “time” communicate what people stand to gain within the level of an “acceptable time” and do a bit more to ensure that the waiting period is worth it.
Let people know in time what you are doing with “their time”—communicate.
Don’t assume they will understand. Don’t assume they know. Don’t assume, that is how people understand it now.
Let’s get to do something now, in one sentence, what should people expect doing business with you?