A Business Innovation and Sustainability Blog

Is your organization consistently delivering remarkably on every aspect of the customer kinship? Are you fanatic about it!?

Are you selling products, or experiences?

Are you providing services, or dreams?

A service quality strategy and program that expresses (No Demonstrates!) the genuine commitment of the business to the customer relationship is a start. But you need something better than that still. You need a culture that has a compulsive commitment to create the extraordinary; one that will transform the product or service to an experience or dream. You need to obsess over closing these critical gaps:

The Customer Gap:	The gap between ‘management perceptions of customer expectations’ and ‘expected service’.
The Business Gaps:	The gap between ‘service quality specifications’ and ‘management perceptions of customer expectations’.
	The gap between ‘service delivery’ and ‘service quality specifications’.
	The gap between ‘service delivery’ and ‘external communications to customers’.
	The gap between ‘expected service’ and ‘perceived service’.

By demonstrating your commitment to the customer experience (In everything!
From everywhere! Every time!) you’ll discover the rewards of being remarkable.

I owe attribution to the AIC Financial Group for the clever depiction above.