Enroll Course: https://www.coursera.org/learn/customer-centricity-with-jagdish-sheth-course-4
In today’s dynamic marketplace, understanding and managing customer expectations is paramount for business success. As customer demographics and desires become increasingly diverse, simply aiming to exceed expectations is no longer sufficient. Professor Jagdish Sheth, a distinguished Padma Bhushan awardee, offers invaluable insights in his Coursera course, “Managing Customer Expectations.” This course, particularly the modules on “How to Manage Diverging Customer Expectations,” presents a refreshing and strategic approach to customer relationship management.
Professor Sheth argues compellingly that shaping customer expectations is as crucial, if not more so, than the traditional focus on exceeding them. The course delves into the reality that not all customers are created equal, and in certain situations, it’s essential to be selective about who you serve. This concept of “customer selectivity” is a cornerstone of the course, drawing parallels with rigorous employee selection and retention practices. The idea of “firing” customers, much like airlines banning unruly passengers, might seem counterintuitive, but Sheth masterfully explains its strategic importance for long-term business health and profitability.
The syllabus highlights how human resource principles, such as employee selection, development, promotion, and even retirement, can be effectively adapted to customer management. This innovative analogy helps learners understand customer lifetime value, customer promotion strategies, and even the concept of “customer retirement” – when it’s time to gracefully conclude a relationship. The course provides actionable strategies for navigating divergent expectations, ensuring that businesses can build sustainable and mutually beneficial customer relationships.
Overall, “Managing Customer Expectations” is a highly recommended course for anyone in sales, marketing, customer service, or business leadership. Professor Sheth’s expertise, combined with practical, forward-thinking strategies, equips learners with the tools to navigate the complexities of modern customer relationships and build a more resilient business.
Enroll Course: https://www.coursera.org/learn/customer-centricity-with-jagdish-sheth-course-4