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Businesses have focus on customer satisfaction is major concern and generate repeat business with the same customer it means winning the business and loyalty in competitive market where so many option already open for prospective customer.
I am agreed with Mr.Vinod Jetley.
Customer values is the satisfaction of the customer after receiving a product or service. Unanticipated values are when a a customer gets a service that he didn't expect to get. The level of satisfaction in this case is so high because the customer got something far more than what he was expecting or looking for. This is very important for customer retention and loyalty.
Unanticipated value for the customer is receiving a service or purchase experience that the customer literally does not expect. These features can help a small business win consumer loyalty over the competition and generate repeat sales over time. For example, providing satisfaction guarantees on all purchases or hiring staff with significant expertise in the business' industry can provide a customer with a service experience that exceeds both expectation and desire in terms of value.
In very simple terms unanticipated values are those “value added service” of the organization beyond their normal level of activity, but within the capacity of the informed entity to exercise certain initiatives that will enhance the customer satisfaction beyond what the customer could even desire from the organization.
For example: For hotel chain management they are only liable for services granted in their premises and will not go beyond their policies and parameters but what if some hotel staff knew about a business customer who forgot his work laptop in his hotel room on which he was seen preparing presentation for an event.
Note the customer has left the premises and would not expect any further service from the hotel other than the hotel placing the laptop at their lost property desk for certain time frame.
However, if any staff would have found about the laptop and knew how important data was on the laptop for their customer. Grabs the laptop travels all the way from Kuwait to Dubai to the event where he hands over the missing property to his customer. This action would be considered as an “unanticipated value” for the customer.
And later the staff member was rewarded by the hotel for his loyalty and to enhance customer satisfaction. Whatsoever, the action of staff would not be applicable for all customers and such unanticipated values are created merely based on judgment and experience.
Unanticipated values for customer are the unexpected or surprised purchase of goods or services. This surprised product / service builds the long term loyalty of customer.
Current Quotes for Royal enfield bikes (Bullet) for2013/1996/1983 Models.
(Unanticipated value could also be in terms of Real value--The present prices exceeds the purchase price even after many years)
Price
Rs1,20,000 Location Kerala Kollam Type of ad Individual Offer Make/Model Bullet-350 Year1996 Cylinder350 CC Mileage40 (kms)
Rs1,20,000 Location Gujarat Surendranagar Type of ad Individual Offer Make/Model Royal Enfield Year1983 Cylinder350 CC Mileage40 (kms)
Inbuilt values that comes to light after the final action.
Agreed with all experts.
Unanticipated value increases customer loyalty. It is what makes companies different from their competitors.
Unanticipated value for the customer is receiving a service or purchase experience that the customer literally does not expect.
Generally a customer buy the product keeping in mind that it satisfy his particular needs, Some how some product or service exceeds the customer expectation and assumption. This additional benefit results in unanticipated value for customer.
