SET, MANAGE AND EXCEED EXPECTATIONS
Most people are mostly reasonable, most of the time. But what they expect is one of the biggest drivers of how they’ll judge the experience you give them. In this second principle, we’re exploring why setting, managing and exceeding expectations is the difference between a customer who tolerates you and one who champions you.
TAKE A LISTEN
To go deeper into this, check out the full podcast episode: The Customer Experience Lab — CX Principle 2: Set, manage and exceed expectations.
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