1. CMH - IEMI
MBA 2B
Paredes Martínez, Carla
Valenzuela Balderas, Verónica
Changing Factors in Guest Service Expectations

2. Why and how customer
expectations change?
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In such a highly competitive and rapidly changing industry, in which the
level of services provided to the customer is always improving,
expectations can rise very quickly.
Nowadays hotels and other types of businesses are adequating their range
of services to approach these new changes in what clients want & need.
With today’s quicker production an as technological advances increase,
customer expectations for customization will equally raise.

3. •
Concerning to the rapidly changing system within this
guest service perspective, one may observe the following
customer expectations standpoints & changes.
❖ Customers have higher
❖ Customer expectations from service:
expectations on:
- To be listened and transmit their point
- Buying a product.
of view.
- Experiencing products
- Companies to keep in contact with
- Experiencing services
them and build a cordial relationship.
developed just for them.
- Complaints should be dealt quickly
- Customization
and efficiently.
- Trustworthy company’s
- Companies to try their best to make
performance
sure the customer is happy and
satisfied.

4. Sense of
Empowerment
-->Customers are used to quicker information access,
transactions and quicker performance.
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The Internet allows customers to easily research
almost any topic.
Social media enables them to instantly find opinions
about a product or service.
Smart phones keep them connected no matter where
they are.
They feel newly empowered in their relationships with
companies and expect these will make themselves easy to
contact and will respond to their comments at a high and

5. Self-Service
Trend
Self-service, includes everything from
web-based e-commerce to conciergelike self-help touch-screen menus in
public spaces.
The factors driving this trend are:
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The round-the-clock lifestyle
Buying populace increasingly
familiarized with technology
Deeper Relationship
“Customer - Company”
Customers are demanding the companies
to make it easier to connect and
communicate their needs.
They expect to be offered with multiple
channels to contact the companies, which
should adjust their channel mix to the
customers’ communication preferences.
Companies should create a balance
between automation and human
interaction.

6. Longer Service
Hours
Proliferation of Websites and apps have
lead to clients to expect companies to
meet their needs on a 24/7 basis, in a
faster and more effective way.
Amazon.com is the perfect example of
this. Their level of what’s in stock and
available overnight has no precedent.
Within minutes of placing the order,
it’s likely being shipped at one of the
warehouses in one of many
strategically located places.
Share the Experience
With search engines and social networking, it
is easy for customers to share their
experiences.
Looking at previous customers opinions
affect the way a potential customer sees a
company or product, and his final decision.
The selected product will be expected to be
as good as other people say it is.

7. Use of
Technology VS
Human Contact
Sometimes there’s a higher comfort
level while doing business with
machines rather than through human
interaction.
Customers often prefer to look to a
mobile device for answers to simple
product questions rather than
working with a human clerk. These
answers just seem to be faster, more
accurate, and without attitude.
Conclusion
● Crucial importance in recognizing
customer’s changing expectations and
apply new pre
● Companies that adapt the right
customer service attitudes and
approaches into their workplace and
daily practices will be well positioned to
improve customer loyalty, business
growth and achieve a leadership
position in the marketplace.

8. Sources
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Services Marketing: Integrating Customer Focus Across the Firm
Alan Wilson, McGraw-Hill Education, 2008 - 623 páginas
Customer Service – How Has Technology Changed It?
Posted on October 25, 2010 by Halton Small Business Centre Consultant
http://www.benefitspro.com/2011/06/01/technology-changes-customers-expectations?t=health-carereform&page=3
http://www.booz.com/media/file/Next_Generation_Customer_Service.pdf
http://socialmediatoday.com/billquiseng/565086/six-major-customer-trends-customer-service-author-andspeaker-micah-solomon
Piktochart https://magic.piktochart.com/output/917380-changing-factors-on-customers-exp