A recent blog post by Seth Godin reiterates the need to under promise and over deliver but bring up the dilemma of how much. Too little expectation setting leads to no engagement. Setting the bar too high means it is hard to over deliver. A technique that really increases customer satisfaction and loyalty is also discussed in this blog post.

Two stories demonstrate the difference between under promising and over delivering and the reverse: over promise and under deliver. The Customer Satisfaction levels and future business differences are enormous. It all starts with what expectation is created in the mind of the customer.

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