Sturdy launches the “Overpromised” Signal

Joel Passen
January 10, 2023
2 Min Read
Sturdy Signals

If you’ve ever heard the following - keep reading

"This is something that was promised in the implementation stage."

"We were excited about the features that were promised, but you’ve under-delivered on the capabilities."

"Below is a list of things that were promised and hasn’t happened:"

"That was promised, but I still have not seen or heard anything."

"We can't use these services that were promised/promoted."

TLDR

Sturdy discovers signals in everyday customer interaction like email and more. The Overpromised Signal detects when a customer indicates a discrepancy between the product or service they expected and the one they received.

Whether the salesperson or account manager said “yes” when they should have said “no,” or what they said was accurate until someone else messed it up, overpromising often haunts post-sales teams. Poorly aligned expectations leave everyone involved feeling disappointed and let down. This fracture in the customer-to-business relationship is one of the leading causes of cancellations. It’s also one that often goes undocumented or improperly categorized. 

Just as important as capturing the reasons why customers cancel, post-sale teams should identify and document common trends and topics that indicate overpromises. By understanding the areas where false promises are made, you can enable customer-facing teams to consistently provide accurate information about the capabilities of your product and services. In short, take these trends back to sales leadership to address the problem systematically. 

Intrigued? It works. See Sturdy in action.  

Similar Articles

Sturdy releases new Signal - How To

Late last month, the team added a new customer signal to our AI-powered customer intelligence platform called “How To”. This signal detects when your customers ask, “How do I do this?”.

Joel Passen
2 Min Read
January 3, 2022
Sturdy Signals
Introducing the Discount, Costing Cutting, and Apology Signals

More Signals! More insights! More knowledge! Today, we’re excited to announce the release of three new Signals designed to help our customers better understand their customers and what to know, now. As always, the new Signals were inspired by Sturdy’s existing customers and their feedback.

Joel Passen
5 Min Read
February 13, 2023
Sturdy Signals
Sturdy releases new business Signal - Response Lag

Sturdy's Response Lag signal calls out when customers are waiting for responses from customer-facing teams and are chasing your associates for updates, actions, access, etc.

Joel Passen
2 Min Read
January 26, 2022
Sturdy Signals