{"id":1016,"date":"2022-03-08T17:04:44","date_gmt":"2022-03-08T17:04:44","guid":{"rendered":"http:\/\/yhs.uyx.mybluehost.me\/en\/?p=1016"},"modified":"2025-11-03T07:22:07","modified_gmt":"2025-11-03T07:22:07","slug":"customer-enthusiasm","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/blog\/customer-enthusiasm\/","title":{"rendered":"How Customer Enthusiasm Works"},"content":{"rendered":"
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How Customer Enthusiasm Works<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t

from \u201cMeh\u2026\u201d to \u201cWow!\u201d<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t

Customer satisfaction\u2014and its increase\u2014has become an important element of corporate strategy for many companies and is measured in the form of key metrics such as NPS and CSAT. But are satisfied customers really enough? Could it be that customers are just as satisfied with the competition?<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\t\"kundenbegeisterung-header\"\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n<\/section>\n\n
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For this reason,\u00a0customer satisfaction alone is often not enough\u2014especially when there are\u00a0many competitors. If you want to avoid a price war, there is only one other way to stand out from the competition: customer enthusiasm<\/strong>. The trick to inspiring your customers is\u00a0not only to meet their expectations<\/span>\u00a0but to exceed them.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n

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Table of Contents<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
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  1. \n\t\t\t\t\t\tThe Difference between Customer Satisfaction and Customer Enthusiasm<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  2. \n\t\t\t\t\t\tSuccessful Expectation Management<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  3. \n\t\t\t\t\t\tMeasures for More Customer Enthusiasm<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  4. \n\t\t\t\t\t\tMeasure and Understand Customer Needs<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  5. \n\t\t\t\t\t\tNew Customer Acquisition through Customer Enthusiasm<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  6. \n\t\t\t\t\t\tHow Customers Gain Enthusiasm<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ol>\n\t\t\t\t\t\t\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n
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    The Difference between Customer Satisfaction and Customer Enthusiasm<\/h2>\n\t\t\t\t\t\t\t\t
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    First of all, you have to make it clear that both\u00a0satisfaction and enthusiasm result from a\u00a0direct experience<\/a>\u00a0with the company<\/strong>. In other words,\u00a0enthusiasm is a reaction to what a company does\u2014or does not\u2014offer.\u00a0Customer satisfaction<\/a> and enthusiasm are closely related\u00a0<\/span>in the emotional range but are fundamentally different: Whether consumers are enthusiastic or satisfied depends on the extent to which their expectations and requirements are served.<\/p>\n

    In order for customers to be satisfied, their basic requirements should be met. This means that the expectations and requirements that customers bring with them when they interact with the company are met as they imagined\u2014no less, but also no more. Meeting the higher levels of requirements is the metaphorical cherry on top.\u00a0Customer enthusiasm is, so to speak, a higher level of customer satisfaction<\/strong>.<\/p>\n

    Another difference is in the effect of customer enthusiasm vs. customer satisfaction in terms of\u00a0customer retention<\/a>. If a customer is enthusiastic about a product or service, they will most likely go straight to the same company when they buy again\u2014without further consideration. The company has thus succeeded in building a relationship with the customer. However, if her experience was only \u201csatisfactory\u201d, she may look to other providers the next time she makes a purchase.<\/p>\n

    But what does a company have to implement for this? So-called\u00a0expectation management<\/a>\u00a0forms the basis. It is about consciously\u00a0managing customer expectations and then exceeding them<\/strong>. This positive element of surprise and unexpected surpassing of expectations then usually triggers customer enthusiasm.<\/p>\n

    Related Reading:<\/strong><\/em><\/p>\n

    What are the types of customer retention?<\/a><\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t

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    \"zufriedenheit-vs-begeisterung\"<\/a><\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n

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    Successful Expectation Management<\/h2>\n\t\t\t\t\t\t\t\t
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    Everyone has expectations, some of which are very conscious, and others more unconscious. Of course, consumers also have expectations that they place on products and companies.\u00a0Companies even arouse some of these expectations themselves.<\/strong>\u00a0A classic example is the following statement: “We will get in touch with you within 24 hours of your inquiry.” With this, the service provider makes it very clear that he will answer customers’ questions within a day. If the answer is then longer in coming, the company generates frustration among customers. This is often discharged in a negative comment from friends, on online in rating portals, and on social media.<\/p>\n

    Another example from everyday life: the water meter needs reading and the responsible service provider announces their arrival for a certain working day between 10 a.m. and 1 p.m. You take half the day off work, sit at home and wait more or less patiently for the announced appearance in the specified period. If this employee does not stand on the mat by 3 p.m. without some kind of message, many customers react somewhat irritably. After all, you only rescheduled your own daily routine for this date. You may have taken time off, postponed other appointments, and thus incurred additional effort that was not profitable at all.<\/p>\n

    Here you should keep in mind\u00a0what effect a statement that may have been made unconsciously can have<\/strong>\u00a0on customers. Because they rely on such promises and may base their planning accordingly. If this promise cannot be kept, you should at least give feedback to the customer so that he does not remain completely in the dark.<\/p>\n

    The first example shows how it can be done better: A company claims to report back within 24 hours and actually responds after two hours. Many customers will be pleasantly surprised here because they may have expected a longer period of time.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n

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    As you can see, expectation management is a\u00a0clever marketing tool<\/strong>\u00a0if you are consciously aware of expectations and use them in order to exceed them. However, you should never stir up expectations that you may not be able to meet, because that has a negative impact on customer satisfaction. Therefore, the\u00a0three recommendations for good expectation management<\/strong>\u00a0are as follows:<\/p>\n