Customer Centricity
How to Manage Diverging Customer Expectations, Part I
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 One sets the stage by addressing the issues with customer expectations, including false expectations, and the forces driving their divergence, which include changing social demographics.
SLAThis course was originally part of the Sheth Leadership Academy video library — now preserved and made freely available here.
