This is because it is a failure between the promises made by the company and the services it provides. This gap occurs when there is exaggeration and the intention to promise more than it can deliver! a lack of alignment between the service operations sector and the communications and marketing sector.
To help you better understand how ! for example! when a certain brand announces to the public that it is completely vegan! but tests on animals. This discrepancy in communication undoubtedly creates feelings of dissatisfaction and disappointment in the customer! hence the importance of avoiding this mistake. To do this! simply meet expectations according to the company’s capabilities and! above all! act transparently.
Gap in perceived service quality
Finally! there is the fifth gap! which occurs when the customer creates very high expectations about the product and/or service! but their experience does not go as expected. In addition to causing frustration and opening space for competition! this failure can affect your brand’s image in the market. For this reason! it is extremely important that you! as a manager! pay attention to the causes that give rise to this gap! in order to prevent it from arising.
In this case! lack of quality! transparency and poor communication are the most common causes of this failure. Therefore! correcting the 5 gaps is essential to ensure alignment between the company’s proposals and the customer’s expectations.
Furthermore! for your company to grow and physician phone number list consolidate itself in the market in which it operates! you need to keep in mind that customer satisfaction should be the focus of your actions — profits will only be a consequence of a well-structured strategy. In view of this! it is essential to identify! predict and solve the gaps that may hinder the achievement of positive results.
Therefore! to avoid the emergence of these gaps! it is ideal that you invest in actions such as:
Deliver the service as promised
Comply with established deadlines;
act with transparency;
show confidence when dealing diploma in digital marketing: interamerican open university with problems presented by the client;
have a team of qualified employees to deal with any situation;
offer fast and personalized service;
demonstrate willingness to This happens mobile lead in practice serve the customer at any stage of their purchasing journey.