Great Expectations: The 4 Foundational C’s of the Customer Experience
- Aug 21, 2019 5:04 pm GMT
Remember the old saying that if you never expect anything then you’ll never be disappointed? Well that might work on blind dates and birthday presents, but in business, expectations are impossible to avoid. For every action that a customer takes, there was an expectation that preceded it. Obviously, customers take action because they believe that action will yield a specific result. Over time, that belief—that something will or won’t happen—is solidified. It discourages or encourages future action. The resulting momentum, for good or bad, reaffirms their belief. The cycle is then perpetuated and a customer’s loyalty is either lost or gained.
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