Expectations from LinkedIn

How do you form expectations?  Based on past, present, or future?

Alex GOH
Business Support Manager at SingTel

Expectation comes from "Conscious incompetence" or knowing what u don't know.  It will definitely be based on past or current benchmark.Current or past set the bar for the expectation.

Paul Ward
Managing Partner at Avos Holdings

Strictly you cannot form expectations from the future, but you can have an expectation about the future based on the past, and the present - which is why in my def of CEM I call the customer's experience (affective, conative, cognitive interpretation) as a provisional disposition. The past shapes an expectation; the present confirms or disconfirms that expectation. But also there are cognitive and other biases and factors that influence the expectations: buying styles, personality type, whether the given touchpoint has been primed (positively or negatively), etc. A very good model for TLCV uses both past sat and current interaction sat in the calculation. I can provide references if you like.

Paul Ward
Managing Partner at Avos Holdings

Highly suggest "Incorporating Satisfaction into Customer Value Analysis: Optimal Investment in Lifetime Value," Teck-Hua Ho, Young-Hoon, Park, and Yong-Pin Zhou, July 2005. It extends Schmittlein's model (1987) of CLV to include satisfaction, with the nice twist of including both a current and a past satisfaction measure so that the TLCV measures can factor in changes in a given customer's satisfaction scores over time.