Why Public Relations Should Remember Customer Expectations
Waxing UnLyrical
JUNE 12, 2013
'Guest Post by Adam Toporek. All great customer experiences are built upon expectations. An organization can deliver a customer experience that exceeds industry norms by a factor of 10, but if the customer was expecting one that was 11 times better, the organization has failed. Image: Roland Tanglao via Flickr, CC 2.0. Expectations are everything in customer service, and PR professionals play an important role in creating customer expectations.
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