It is a rare thing indeed for customers to just waltz into a store and purchase a good or service without researching it first. This represent a potential danger to the customer experience if an employee is not prepared to face any negative research done. Even the social CRM is in danger if research reveals a negative side to a product or service. Customers will then most likely go into a store with a certain set of expectations.
These expectations can be discovered with the help of a customer support analyst and some creative customer support. Whatever the expectations are though, they should always be expecting high quality customer service. Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
Customers coming into your store may have explicit expectations: which is based entirely on all and any research that the customer themselves have done in order to familiarize themselves with your product. They can also come in with implicit expectations: which are formed based off of no research. In fact any information at all is based off of previous customer experience and anything they have gotten from social CRM.
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