The factors that drive customer expectations are constantly changing, but there are some points that turn up whenever customers are asked what matters to them. Here are some of those themes:
If you make life hard or do wrong by me, I’ll complain. I might complain to you (if you’re lucky), I might complain to my family and colleagues, or I might tell all my Facebook friends. I might tell them if you do the right thing too, but only if you do something that ‘wows’ me.
For more information about these drivers and the issues they raise, refer to Chapter 1 of my book – Good to Great CX – Customer Experience Strategy to Execution. To buy your copy, visit www.goodtogreatcx.com
Director & CEO
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