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Ratio of positive to negative surprises
 a reply to Customer Experience and the Element of Surpriseby Tom Nickles  on Jan 31, 2008 - 11:05 AM read 91 times
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Some excellent points here, Frank. One way of manages this would be to lower customer expectations to the point that what was an exceptional level of service is now something received on an exception basis. So you might get "Wow, I got peanuts on this flight, really cool!". Probably not what you intended or wish to happen, but where some companies seem to going to create better word of mouth.
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