Customer Expectations Don’t Rise Gradually — They Jump

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Customer Experience University - Winning Loyalty & Engagement One Customer at a Time not yet transcribed

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Recorded05 Feb 2026

Publisherfeed.podbean.com ↗

Handlerec:15755045

Show notes

In this episode, we explore how customer expectations really evolve—and why many leaders misread the pace of change. While expectations are often assumed to rise gradually, research shows they move in jumps. Once customers experience a new standard—instant updates, tap-to-pay convenience, or faster personalization—they quickly expect it everywhere. We discuss how to recognize these inflection points early, prototype sooner, and balance technical precision with emotional intelligence. Your real competition isn’t your last product update. It’s your customer’s last great experience. To learn more about Joseph, please contact him at josephmichelli.com/contact.

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