Overview
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Learn to identify what a typical customer expects, where those expectations come from, and where your organization might be vulnerable.
Syllabus
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Introduction
- Welcome
- What you should know before watching this course
- Understand the impact of unpleasant surprises
- Identify situations where you can manage expectations
- Understand today's customers
- Conduct a marketing and communication audit
- Use data to spot problems
- Manage response time expectations
- Reinforce expectations
- Next steps
