Don’t do this! Why Do People Fail to Understand Customers’ Real Expectations?
Beyond Philosophy
APRIL 2, 2022
A common mistake organizations make with their experience is failing to understand customer expectations. This mistake will lead to customers feeling unhappy and disappointed—two emotions I guarantee won’t contribute to your customer-driven growth. Expectations are a form of Reference Point, which people use to compare and evaluate experiences.
Let's personalize your content