Say what you do, do what you say

Managing customer expectations and creating the experience to deliver it makes good sense. 

Why is it then almost an after-thought for most large corporates? At best it seems happen chance. 

The way to success is to put the effort into creating successful customer outcomes (SCO) and then managing customers expectations to them.

Craft the associated experience and ensure all the interactions (external and internal) contribute to this SCO.

Another perspective? See

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