http://jmorganmarketing.disqus.com/enThu, 03 Apr 2008 12:50:22 -0000http://www.jmorganmarketing.com/managing-expectations/#comment-1701670Hi Laurent. I think it depends on how well you know your customers. It depends on how you underpromise and how you over deliver. It's about the extra added value you can provide. The detrimental factor can be that over time your customers will expect more and more over delivering. It's a balance game.Jacob MorganThu, 03 Apr 2008 12:50:22 -0000http://www.jmorganmarketing.com/managing-expectations/#comment-1701669Long time ago, I was working at a big co and they ran a study on customer loyalty. The top factor was 'managing expectations'...and it shows that over promise/under deliver was bad but that also, over time, under promise / over deliver could be detrimental too. The wisdom is to try to be right on the "do what you said you would do".LaurentThu, 03 Apr 2008 12:40:24 -0000