If I hear “Oh let’s exceed our customers’ expectations” one more time I will scream.
Usually my response is: ‘Why don’t we just meet their expectations in the first place?’ Too many times the marketing hype (the promise) does not always connect with the sales expectation set up by the sales team, which doesn’t always translate into a service experience we were promised in the first place.
We are often left disappointed, jaded and, if it happens more than once, cynical.
Too many of us have stories of where we have been let down by businesses not fulfilling our expectations. We see broken promises, exaggerated claims, hollow offerings, no real value!
William T. Brooks talks about the promise-expectation-experience chain in his book The … read more by subscribing.
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