PWC proves that speed, convenience, knowledgable help and friendly support are top priority needs from a customer experience perspective. Product price and quality are already naturally expected so no news there. But perhaps your customers have more industry-specific priorities. Do you know wh...

The tools, training, education and resources your employees need to deliver great customer experiences must not be taken for granted. This is the reason luxury hotel chain, Ritz-Carlton, gives employees the freedom to use up to $2000 to rescue a bad customer experience. You know why? So they ca...

Now that you know the gap exists, do what it takes to prioritise delivering exceptionally to your customers. But it all starts by understanding your customer needs and aligning your strategy/tactics towards it. Mind the gap and bridge it, and position yourself for success in tmarketplace.

When interacting with any brand, every customer has anticipated what they want to experience. This is what customer expectation is really about, and once you fail to meet it, your customer is already on their way to your competitors. It is a competitive marketplace, don’t expect them to hang ar...