Overcoming Serious Service Sag – Adaptive Path

There is hope. Once you know what SAG is, you can overcome it. @brandonschauer lays it down: http://t.co/UEDxjFd4
Last week I posted about how businesses over-invest in advertising and under-invest in the improvement of the service experience, which creates what I call a Service Anticipation Gap, or SAG. Customers are falsely led to expect a service that’s better than what it can be. The result is wasted ad spend and revenue losses from customer

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