As customers, we often don’t get what we expect to get. This can happen towards both extremes: at times we are unexpectedly seduced, at other times we are left feeling deeply underwhelmed. The contrast between such opposing experiences provides valuable insight into how companies should strive to interact with their customers.
Consider the following two examples at the the OPEN Forum Blog from George Burt, author of Re-Imaging Your Business http://www.openforum.com/articles/are-you-pampering-your-customers-enough
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