The best companies don’t win by having the best product.
They win by shrinking the gap between what customers expect and what they actually get.
In today’s video, I break down how Southwest Airlines tops satisfaction rankings despite no assigned seats and no frills.
It’s not about luxury. It’s about alignment.
Where are you creating customer disappointment by promising more than you deliver?
#CustomerExperience #BusinessStrategy #MarketingTruth
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