The 5 Service Gaps Back in the 1990's when we developed the best selling book "Raving Fans" and the corresponding consulting process, the reserach focused on the gaps between what was promised vs. delivered. That led to us to looking at the underlying reasons for the Cusotmer Expereince Gap and the development of 5 Gaps concept. One is experienced by the customer and is the result of 4 other causes. The 4 causes are dealt with in other tracks in this series on Receession Proofing Your Business.

Topics: Gap 5: Customer Experience Gap 4: Creating Expectations Gap 3: Work Performance Gap 2: Leadership & Management Gap 1: Insufficient Customer Knowledge