The Pyramid Of Expectation

A basic overview of expectations. One of the central pillars of a compelling experience is that it exceeds expectations.

People are pleased, but not really moved, when their expectations are met.

If you don’t meet expectations, then you disappoint people and provide a bad experience.

On the other side, people are really thrilled and motivated to tell others when they’ve had an experience that exceeded their expectations.

Most companies today are patting themselves on the back and are thrilled when they hit ‘satisfaction’ levels.

Satisfaction is the fruit of the company delivering on what they promised they would. It’s just like keeping a promise – and in this day and age, keeping a promise is not so difficult hard, is it?

From the Pyramid of Expectation, you will see that you are only reaching the half way point to controlling, meeting and exceeding your customers' expectations.

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My cup runneth over!

Le vin de Bourdeau at its best!

In these strident economic times, chaos and budget cuts abound. You realy need to check, align and re-check your outlook and perspective.

A pessimist sees the glass as half empty; the optimist sees it as half full.

From a management perspective, these are both wrong. The true realist's perspective and arguably the right way to look at it;

You have failed to recognise that, when there is excess space above the contents of the glass, the solution has not met the client's requirements, and their expectations need to be reduced and managed accordingly!