Great or grating expectations?

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So you meet the expectations of your customers. But were they lofty in the first place? To get a realistic picture of customer expectations, you need surveys and big data, but more importantly, perhaps, you must gather insights from your own front-end team.

By Richard BransonLIKE me, I’m sure you’ve dutifully filled out customer service surveys once or twice in your life that asked questions like “Did the service meet your expectations?”