In my earlier post, I illustrated how customer expectations are always rising, and the challenge for service providers is to keep up with the increasingly demanding customer expectations. I showed an example of how a beach resort can outperform your expectations by such a great extent, that the next time you revisit the beach resort, you will have much higher expectations, and thus the beach resort will have a hard time trying to exceed your expectations.
Ron Kaufman describes how to manage customer expectations in this way:
- Under Promise
- Over Deliver
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