Subj: Inter Office Mail – Experience – Expectation = Satisfaction

Editor’s Note: Our own Jim McCarthy shared some thoughts about Customer Commitment with the Goldstar team, and, well, we thought you might get something out of it, too. From: Jim McCarthy jmccarthy@goldstar.com Sent: Fri 5/10/2019 2:18 PM To: GSE Hi Everybody! There’s an easy way to understand how positively customers are likely to feel about us (or any business). It goes like this: What I actually experienced (minus) What I thought I was going to experience (equals) How positively I think of what …

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