The article deals with the guidance of Two-Factor Theory. There are two kinds of customer expectations, which are basic expectation and potential expectation.
利用双因素理论对顾客满意陷阱即顾客关系管理中高满意度、低忠诚度的现象进行了分析 ,指出顾客的期望有基本期望和潜在期望 ,基本期望类似于保健因素 ,而潜在期望类似于激励因素 ,满足顾客的潜在期望才能激励顾客忠诚。
参考来源 - 顾客满意陷阱的成因与对策新论·2,447,543篇论文数据，部分数据来源于NoteExpress
同时分析了顾客生命周期在不同阶段的基本期望和潜在期望，以及应该采取的激励措施。
Basic expectation and potential expectation are different in different stage of customer lifecycle, therefore, corresponding measures are supposed to be taken to meet their different stages.
期望管理可以帮助专业销售人员了解潜在客户的企业、关系和动机。
Expectation management can help sales professionals understand the organization, relationships, and motivations of a potential customer.
如果现在讨论美联储实施更多宽松政策可能使寻求房屋贷款再融资的业主或潜在购房者期望贷款利率进一步降低。
Now, talk of more Fed easing may stoke expectations of even lower rates among homeowners looking to refinance, or potential home buyers.
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