Great Expectations
Our latest data suggests that expectations have a role to play in understanding the link between the day-to-day of customer experience and overall brand relationships.
In this paper we explore the causes, effects and changing nature of customer service expectations. Our latest data suggests that expectations have a role to play in understanding the link between the day-to-day of customer experience and overall brand relationships.
In both the private and public sector, failing to properly understand customer needs leads to wasted money, time and energy. If customer satisfaction is subjective and influenced by expectations, an optimal customer experience strategy must also take expectations into account.
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