Hospitality: A Minefield for Customer Experience Expectation Gaps

Mary Drumond
Sep 14, 2018 · 6 min read
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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.

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

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.

Worthix

Customer Experience | Consumer Insights | Business…

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