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.
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 ...