When your customers call or walk into your establishment, they already have a perceived expectation of what your customer experience should be. Your advertising, website and salespeople, which serve a promise to your customers, have already shaped that expectation. Deliver on that promise and your customers come to trust you. Fall short and you have broken that promise and trust.
So how do you live up to your customers' expectations? Listen to this episode to find out how to deliver an experience with "No Surprises. No Excuses."
This episode is also available as a blog post: http://billquiseng.com/2011/10/03/no-surprises-no-excuses/
