Introducing my new series ‘Expectation versus Customer Experience reality….!’

As an extension to my blog I am going to be doing some reviews of actual brand experiences in some detail, the challenge will be how well did the brand led expectation that I had before actually work out when I experienced the brand in action.

I will still be highlighting specific customer experience examples in other posts.

Whilst you might not have ever or may never try the same experiences what we should see are some themes emerging that characterise both the good and the bad when it comes to the customer experience and how that makes you feel and behave as the paying customer.

To whet the appetite the first two brands will be British Airways and Archerfield Golf Course in Scotland, once a review is up I may well do another for the same brand as I experience different aspects of their services.


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