Sulle aspettative deluse

Creare aspettativa, dicono i neuropsichiatri, crea emozioni nelle persone paragonabili a quelle che creano cocaina, nicotina e simili…ovvero stimolanti.

Questo perchè l’aspettativa risiede in quella parte del cervello “dedicata” alle sensazioni di piacere. Come giustamente fa notare C. B. Whittemore:

…anticipatory enjoyment – or expectation – matters especially in retail environments, where the level of anticipation translates into customer loyalty [and profitability] for the retailer!

Quindi, attenzione a non deludere le aspettatative che avete creato nel cliente/prospect, sarebbe veramente disastroso.

Se dovete scegliere, sempre meglio essere onesti a costo di sembrare gli “ultimi della classe”. Ci sarà sempre almeno un cliente che vi amerà per ciò che siete veramente!! 🙂

[Photo Credit: Flooring the consumer]


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