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.

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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