Experience researchers have long observed that customer expectations rarely drift upward gradually. Instead, they jump sharply when a new standard becomes widely available.
Recent shifts illustrate this pattern clearly:
- Mobile checkout compressed expectations for all retail transactions.
- Tap-to-pay normalized instant interactions.
- AI-powered answers raised expectations for responsiveness.
- Real-time updates became the baseline during service windows.
Once customers experience a better way, they don’t unlearn it.
To keep pace, leaders must:
1. Look for inflection points.
Momentum often shifts quickly when a new technology reaches everyday use.
2. Prototype earlier.
Customers reward progress long before perfection.
3. Maintain emotional intelligence.
Even when standards rise technically, loyalty rises emotionally.
Your customers aren’t comparing you to your latest version of technology. They’re comparing you to their last, best experience.
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Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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