The Customer Experience ~ Gaps identified ~ Solutions provided

  • Gap 1 – The Listening Gap
    • Knowing what Customers expect
  • Gap 2 – The Service Design and Standards Gap
    • Having the correct Service Designs and Standards
  • Gap 3 – The Service Performance Gap
    • Delivering to Service Standards
  • Gap 4 – The Communication Gap
    • Matching Performance to Promises

Putting it all together – Closing the Gaps