Customer Centricity
How to Manage Diverging Customer Expectations, Parts II & III
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. Parts Two and Three begin to provide a framework to manage diverging customer expectations (which includes Accommodation, Alteration and Abandonment Marketing), while providing examples and challenges that will be experienced along the way.
SLAThis course was originally part of the Sheth Leadership Academy video library — now preserved and made freely available here.
