Hospitality: A Minefield for Customer Experience Expectation Gaps

Mary Drumond
Sep 14, 2018 · 6 min read
Image for post
Image for post

The Expectation Gap

The customer experience expectation gap is when customers’ expectations are not equivalent to the company’s offerings. And the consequence of this gap is frustration, dissatisfaction and ultimately churn.

Image for post
Image for post
  1. Business trips
  2. Events (destination weddings, conferences, corporate trainings)
Image for post
Image for post
Image for post
Image for post


To say brides have expectations is clearly stating the obvious. Talk about hopes and dreams right there.

Filling the Gaps

I think the overall lesson here is, that while in some cases, expectation gaps occur due to unforeseen circumstances and/or acts of god, there are plenty that could easily be avoided by simply not playing up the experience beyond that which you can deliver.


Customer Experience | Consumer Insights | Business…

Welcome to a place where words matter. On Medium, smart voices and original ideas take center stage - with no ads in sight. Watch

Follow all the topics you care about, and we’ll deliver the best stories for you to your homepage and inbox. Explore

Get unlimited access to the best stories on Medium — and support writers while you’re at it. Just $5/month. Upgrade

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store