Don’t Let Your Customers Fall in the Expected Experiences Gap

I’ve written about the concept of a “gap” a number of times over the years. Each time, the gap was different.
The first time, I shared Dan Sullivan’s principle about the gap between the goal you wanted to achieve and your actual results, if you didn’t hit the goal. The difference was the gap.
Another time I wrote about the competitive gap, which is about the gap or distance you put between you and your competition. The bigger the gap, the bigger your advantage.
Then there was the gap between the service you want the customer to experience and the actual service they receive. Often when leadership is surveyed about how good they think their service and experience is, it differs—in a negative way—from what the customer is actually experiencing. The bigger the gap, the bigger the problem.
Well, the concept of the gap is expanding. Here’s my latest angle on this idea.
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