By: Shep Hyken (submitted by Carmen Gass)

I recently wrote about the expected experiences gap, where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with.

We heard from one of our Shepard Letter subscribers, Jared Lender, who gave us another example of a gap, one that results from incomplete information. In other words, it’s the gap
between the answer the customer received the first time they asked and the answer they should have received. Read more here.