September 16: Expectations are a Moving Target
A look at how yesterday's ‘wow’ quickly becomes today’s 'ordinary' when it comes to customer satisfaction.
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Source: Amazon
Published: April 2018
Expectations are a Moving Target
In the 2017 Letter to Amazon Shareholders, Jeff Bezos writes:
“One thing I love about customers is that they are divinely discontent. Their expectations are never static — they go up… People have a voracious appetite for a better way, and yesterday’s ‘wow’ quickly becomes today’s ‘ordinary.’ I see that cycle of improvement happening at a faster rate than ever before… You cannot rest on your laurels in this world. Customers won’t have it.”
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