Who is Minding the Customer Expectation Gap?

Posted on September 22, 2017 at 1:00 PM by Chris Braccia

The customer expectation gap is nothing new.  Simply put, the gap is the difference between what a customer expects from an interaction and what they actually receive.  Expectations are subjective and based on many things like: past experience, family, lifestyle, personality, demographics, life stages, behaviors and more. So, no two consumer expectations are the same.

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