We often hear the phrase "under-promise and over-deliver" in the business world, but it's essential to remember that the general public has a mind of its own when it comes to setting expectations. The famous adage "under-promise and over-deliver" is a wise strategy in the business world. It suggests that you should set lower expectations with your customers and then exceed those expectations, leaving them pleasantly surprised. It's a practical way to build trust and loyalty. However, the catch here is that you can't control what others say about your product or service.
Technological affordances are the tools that shape our digital experiences, and they play a significant role in setting expectations. While the adage of under-promising and over-delivering is valuable, you can't ignore the unpredictable power of public perception made more powerful with current technological affordances. The rapid evolution of social media and online review platforms has amplified the impact of public perception. Every customer's feedback, whether positive or negative, can now reach a vast audience with just a few clicks. In this interconnected world, the general public wields an unprecedented influence over your brand's reputation.
In today's digital age, where technological affordances shape our experiences, the age-old business mantra "under-promise and over-deliver" encounters new challenges. With the pervasive influence of social media and online review platforms, setting and managing expectations has become a complex endeavor. Public perception now has the potential to amplify or diminish your efforts.
Imagine you own a burger joint, and you genuinely believe your burgers are the best in town. You may modestly advertise your burgers as "delicious and satisfying." But, once the general public gets their hands on your burgers, they might declare them as something completely different than what you promised.Â
Consider the scenario where one customer shares a glowing review of your burger joint on a popular review site. They praise your burgers as "out of this world" and commend the impeccable service. This single review, driven by their exceptional experience, can set a new benchmark for your restaurant that you might not be able to meet
Conversely, a negative review can send ripples of doubt and hesitation throughout the digital landscape. A customer who had a less-than-ideal experience may share their disappointment, and suddenly, the image of your "delicious and satisfying" burgers takes a hit. Even if you strive to exceed expectations, the initial impression may deter potential customers.
So, while under-promising and over-delivering remains a sound principle within your control, the omnipresent digital megaphone of the public can elevate or diminish those promises. It's not about relinquishing control but recognizing that in the age of technology and interconnected experiences, customer expectations are shaped not only by your marketing efforts but by the collective voice of your audience.