Customer Centricity
How to Manage Diverging Customer Expectations, Part IV
Video lectureMembers only — sign-in coming soon
Audio version — members only
The full video lecture and audio version for this course are available to logged-in members. Member sign-in is coming soon.
This four-part series addresses the rising phenomenon of increasingly changing and diverging customer expectations, and a framework to manage it. Part Four concludes this series by wrapping up the framework, summarizing the ideas presented and introduced in the preceding parts and demonstrating that managing customer expectations is a prerequisite for achieving customer satisfaction.
SLAThis course was originally part of the Sheth Leadership Academy video library — now preserved and made freely available here.
