The Consumer Expectation Gap

Customers no longer compare you to your competitors. They compare you to the best experience they’ve ever had, anywhere. In this episode, hosts Melissa Dixon and Greg Thomas talk with Dr. Anjala Krishen, Interim Dean of UNLV’s Lee Business School to unpack the behavioral science behind rising customer expectations and how AI is accelerating that shift.
You’ll hear how expectations form, why a great experience at one brand raises the bar for every other, and how information overload shapes customer choices. You’ll also hear why closing the expectation gap is never a one-time fix. You have to…