Understanding Customer Expectations

Robert S. Fleming and Michelle Kowalsky
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Robert S. Fleming: Rowan University
Michelle Kowalsky: Delaware County Community College

Chapter 39 in Realizing Organizational Effectiveness, 2024, pp 131-133 from Springer

Abstract: Abstract An organization’s ability to attract and retain customers, often in a highly competitive environment wherein one or more competitors are similarly seeking to attract the same customers, can be a formidable challenge for contemporary organizations. Customers should never be taken for granted even in those cases where an organization is doing well in terms of recognized metrics of success, including revenues, market share, and profits. History has demonstrated on numerous occasions that becoming so comfortable with and accustomed to an organization’s success can prove to be an organization’s downfall in terms of its continued success and sometimes even survival.

Date: 2024
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DOI: 10.1007/978-3-031-80516-5_39

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