The Experience Gap

July 1, 2020 // Shep Hyken

Mind the gap! In fact, there are a lot of “gaps” you should be concerned about in your business. The one I want to talk about today is the expectation gap—the gap between the experience your customer is expecting, based on their past experience with both you and other companies they love, and what they actually get. Customers don’t just measure you against your direct competitors—they’re comparing your customer experience with the best service brands in any industry.

Learn more in this week’s video!

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to hyken.com.