The Reputation Service and Customer Expectations

The Reputation Service and Customer Expectations

Customer expectations refer to ideas about a product, service, or brand that a customer internalizes in their mind. For instance, a customer who purchases an Apple iPhone may expect it to have a sliding lock function or contain a ‘Face ID’ facial recognition feature. Customers often anticipate that these expectations will be met to feel satisfied with their purchased product or service (Slack & Singh, 2020, p. 545). Customers form these expectations by experiencing a competitor’s service first, an experience of support service, or the information they read on review sites. There are various expectations and requirements that customers look forward to their fulfilment. One of these expectations is that the business could personalize the experience surrounding their customer journey, whether pre-, during, or after the purchase (Slack & Singh, 2020, p. 546). Personalization may occur when the customer service agent uses the customer’s name during the conversation, when they receive marketing messages on their email addresses, or when their desires are integrated into whatever they want to purchase.

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Additionally, customers expect to receive quality customer service. Most customers are interested in seeing that the business cares for their well-being, lives, and important issues. Organizations that are customer-centric in their operations are 60% more likely to be profitable (Slack & Singh, 2020, p. 547). Businesses should ensure that they treat their customers like VIPs, as this would enable them to realize revenue sales from their economic activities. Besides this, organizations should also ensure they respond quickly to customer complaints. Many customers are often unwilling to wait and expect the company to solve their issues within the shortest time possible (Slack & Singh, 2020, p. 548). The business should monitor the review sites closely because a quick resolution of issues affecting the customer creates a good impression for the organization. About 54% of customers anticipate that businesses will address negative reviews within one week.

The needs of consumers differ slightly from those of the enterprise. For instance, for consumers, every requirement is critical since it determines their level of satisfaction. However, this may not be the case for the enterprise as some may appear as blockers for a client launch since they may lead to customer dissatisfaction (Papadakis-Vlachopapadopoulos et al., 2019, p. 499). Therefore, businesses need to learn to say “no” to some requirements that may be viewed as causing optimum disruption of the product roadmap. Furthermore, while customers may welcome customizations as they necessitate their operations, it is the quickest way to burn out enterprise employees. While customers would always request customization of their services, enterprises may eventually give in to these requests as they generate easy revenue for them (Papadakis-Vlachopapadopoulos et al., 2019, p. 503). However, this benefit is only enjoyed when the businesses realize that the customer’s codes are branched out, causing every other release to appear as a mammoth exercise. This makes customization requests to be a full-time job for the organization, thus disrupting all the product roadmaps.

The data served by the reputation service may belong to the individual users of the security technologies and corporate clients. It is the role of cloud service providers who process information from clients to provide privacy guarantees and create secure environments for data storage (Papadakis-Vlachopapadopoulos et al., 2019, p. 506). Preparing data for storage includes but is not limited to procedures such as scoring, weighting, and filtering. These activities are vital for creating a conducive background for the secure processing of user information since the service providers do not own the data. The reciprocal expectation of customers while accessing this reputation is that they are using the requirements while utilizing resources appropriately. A specialized reputation system can only target a specific group of customers. This denotes that public certificates directed at processing user-uploaded digital content should be provided to all the participants of a single network.

References

Papadakis-Vlachopapadopoulos, K., González, R. S., Dimolitsas, I., Dechouniotis, D., Ferrer, A. J., & Papavassiliou, S. (2019). Collaborative SLA and reputation-based trust management in cloud federations. Future Generation Computer Systems, 100, 498-512.

Slack, N. J., & Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction: Supermarkets in Fiji. The TQM Journal, 32(3), 543-558.

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ASSIGNMENT 10

As you consider the reputation service and the needs of customers or individual consumers, as well as, perhaps, large organizations that are security conscious like our fictitious enterprise, Digital Diskus, what will be the expectations and requirements of the customers? Will consumers’ needs be different from those of enterprises? Who owns the data that is being served by the reputation service? In addition, what kinds of protections might a customer expect from other customers when accessing reputations?

The Reputation Service and Customer Expectations

Answer the questions using an APA-formatted paper (Title page, body, and references only). Your response should have a minimum of 500 words. Count the words only in the body of your response, not the references. A table of contents and abstract are not required.
A minimum of two references are required. One reference for the book is acceptable but multiple references are allowed. There should be multiple citations within the body of the paper. Note that an in-text citation includes the author’s name, year of publication and the page number where the paraphrased material is located.