What is Expected Product?
The expected product represents the set of features and conditions that customers naturally expect when they purchase a particular product. It encompasses the characteristics that a customer typically assumes to find when acquiring a product.
For instance, when someone buys a pair of headphones, they naturally expect the headphones to deliver high-quality sound and have comfortable earpieces. These expectations can vary among different customers, but they generally form a common set of anticipated attributes for a specific product category.
In simpler terms, the expected product is what a customer looks forward to when buying an item. Take the example of purchasing an FM radio; customers would typically expect it to come in an attractive casing, provide straightforward station-switching and volume controls, and deliver clear sound. These are the baseline features that customers consider standard for such a product.
Meeting these expected product standards is essential for businesses to satisfy customer requirements and establish trust. However, exceeding these expectations by offering additional benefits can lead to a more competitive edge in the market.
Importance of Expected Product
The importance of meeting customers’ expectations through the expected product can’t be overstated. Here are five benefits you can enjoy through your expected products by meeting your customer’s expectations:
Read More: Core Product – Definition
Customer Satisfaction
When a product aligns with what customers anticipate, they’re more content with their purchase. Think of it as ordering your favorite pizza and it arriving just the way you like it. You’re happy, right? Meeting these expectations ensures customers are satisfied, which, in turn, can lead to loyalty.
Trust Building
Consistently delivering the expected product builds trust. Customers know they can rely on your brand to provide what they need. This trust can lead to repeat business and positive word-of-mouth, two powerful drivers of success.
Reduced Returns and Complaints
When products match expectations, there are fewer returns and complaints. Customers get what they thought they were getting, reducing the need for product exchanges or refunds. This saves time and money for both businesses and customers.
Brand Reputation
A strong reputation is gold in the business world. Companies that consistently meet or exceed expected product standards tend to have better reputations. When customers discuss their positive experiences, your brand becomes synonymous with quality.
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Competitive Advantage
Meeting expectations keep you competitive. If your product consistently offers what customers want, you’re ahead of rivals who may fall short. This can help capture a larger market share and maintain a competitive edge.
The Five Levels of Product
The expected product is one of the products from the 5 levels of product. It comes after core and generic products – let’s shortly look at them.
- Core Benefit: This is the cake’s delicious taste. It’s the fundamental thing customers want. For a phone, it’s communication.
- Generic Product: Think of this as the cake’s basic ingredients, like flour and sugar. It’s what makes the core benefit possible, like a phone’s hardware.
- Expected Product: These are the standard toppings on your cake, like icing. Customers anticipate them, like a phone having a touch screen.
- Augmented Product: These are the extra goodies on the cake, such as sprinkles or filling. They make your product stand out, like a phone offering a free case.
- Potential Product: This is the cake’s future potential. Maybe one day it’ll have even fancier toppings or flavors. Similarly, a phone might get new features
Read More: Generic Product – Definition
Examples of Expected Products
Let’s understand more about expected products through the following four examples we usually a part of them in our normal life.
Smartphone Battery Life
When you purchase a smartphone, you expect it to have a reasonable battery life that lasts throughout the day with regular use. If your phone consistently meets this expectation, you’re satisfied. However, if it frequently runs out of battery quickly, it falls short of your expectations.
Hotel Cleanliness
When booking a hotel room, you anticipate a clean, tidy space with fresh linens and toiletries. If you check in and find a dirty room with used towels, it’s a clear mismatch with the expected product. Imagine reserving a king-size bed and getting a twin; it’s not what you expected.
Fast Food Order Accuracy
At a fast-food restaurant, you expect your order to be correct and complete. If you order a burger with no pickles and receive one with extra pickles, it’s a deviation from the expected product. It’s similar to ordering a non-spicy dish and getting an extra-spicy version.
Read More: Buyer Behavior – Definition
Online Shopping Delivery Times
When you order a product online, you typically have delivery date expectations. If your package arrives much later than promised, it doesn’t meet the expected product criteria. It’s like ordering a birthday gift for next-day delivery and it arrives a week later.
Strategies For Making Perfect Expected Product
Here are four strategies for delivering a perfect expected product while meeting customer expectations:
Quality Assurance
Ensure that your product consistently meets a high standard of quality. Test and inspect products at various stages of production to catch any defects or issues before they reach the customer. This ensures that the product functions as expected and meets the promised specifications.
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Clear Communication
Provide transparent and accurate product descriptions, including features, specifications, and expected delivery times. Clear communication sets proper customer expectations, reducing the likelihood of disappointment. Honesty about product capabilities and limitations is essential.
Effective Training
Train your staff to understand and convey the product’s features, benefits, and usage. Employees who are knowledgeable about the product can address customer queries, offer guidance, and ensure a smooth customer experience. They should also be equipped to handle any issues or complaints promptly.
Customer Feedback
Actively seek and listen to customer feedback. Conduct surveys, monitor online reviews, and engage with customers to understand their needs and preferences. Use this feedback to make continuous improvements to the product and the overall customer experience, aligning them with customer expectations.
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