WELCOME TO THE EXPECTATION ECONOMY
You're reading this because you want to create organizations, products, services, or campaigns that delight people. But the very people you're targeting are raising their expectations at an ever-accelerating rate, making them seemingly impossible to even satisfy—let alone delight.
[1.1] The Expectation Economy Why your customers are (almost) impossible to please.
[1.1] THE EXPECTATION ECONOMY Why your customers are (almost) impossible to please.
A GLOBAL SNAPSHOT
In Manila, a mother pulls out her Chinese-designed Xiaomi smartphone, opens the GrabTaxi app and hails a cab, while her son uses his phone to track her arrival turn-by-turn. In Brazil, 450 tattoo artists warn clients of high-risk moles after being trained on how to spot signs of skin cancer by suncare brand Sol de Janeiro. In downtown Manhattan, a shopper stops on West 22nd Street to purchase a $200 pair of earphones that have been custom-printed to fit perfectly ...