The Experience Gap
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!