Module 2 Psycological aspects - Week 3 – Has course so far lived up to my expectations?

This week´s assignment:
Has this module so far lived up to your expectations from Blog 1? Relate to theories and present your thoughts of the role of expectations for you (and/or your customers)..

 

The expectations I wrote down in blogpost 1 was : ” I'm personally very interested in how the human mind works -  for example what trigger a certain customer/purchase behaviour? What leads to customer satisfaction? What makes a customer loyal?
My expectations on this course is to learn more about these things - the psychological aspects connected to customer satisfaction and customer experience.”

I must say yes, the course has so far lived up to my expectations and more. I´m learning a lot of new things week by week, but it´s also really interesting to hear reflections/questions from the other participants and discuss real cases “live”!

Anyway, this is the first course I´m participating in that are built up in this way. I have studied web based distance courses before but never an interactive one like this.

After I´ve learned about the different theories about customer expectation, I have now understood that I didn´t really know from the beginning what to expect. My expectations was based on reading the course content but as already said, this was the first course of this kind and I wasn´t really aware of what to expect.
This extra twist – having the opportunity to chat during webinars, was something positive and something that added value to me. Given this, I can say that the course has delivered over my original expectations and positive disconfirmation has lead to satisfaction according to the disconfirmation model.

This positive disconfirmation will also lead to that I will speak well about this course to friends and colleagues.