Expectations vs Disappointment

Expectations, in the act of purchasing a good or service, depend on some key factors that can be as following summarized: personal expectations, past experiences, environmental and social conditioning.

Mass social medias communication can create an exponential increase in guests expectations.

The so called (CDX), customers disappointment experience, is when reality does not meet expectations built and forged by external influences. 

The marketing audit process is unfortunately a "non-common topic" for many businesses, but seen through the customers' eyes the discrepancy between what you are seeing and what you have pictured in your mind could be huge. 

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 ® Stefania Rachiele   

 Ph.credit: Pinterest