Bridging the Gap: Why Customer Perception of Service Matters More Than Claims


In today’s competitive business landscape, organizations vie for customer attention by touting their commitment to “world-class service.” However, as the quote by Paul Kitemu, Lead Consultant and Managing Partner at Inspired Resource centre and Consultancy LTD, reminds us, “it’s the customer’s perception that matters.” This article explores the importance of bridging the gap between what companies claim and what customers actually experience.

The Power of Perception

Customer perception is a powerful force. It shapes brand image, influences purchasing decisions, and drives loyalty. A customer who perceives your service as exceptional is more likely to become a repeat customer and advocate for your brand. Conversely, a negative perception can lead to customer churn and damage your reputation.

From Claims to Reality

So, how do organizations ensure that their customers perceive their service as world-class? Here are some key strategies:

  • Focus on Customer Centricity: Make the customer the cornerstone of your business strategy. Understand their needs, wants, and pain points. Design your service experience around exceeding their expectations.
  • Gather Customer Feedback: Actively solicit feedback from your customers through surveys, reviews, and social media interactions. Use this feedback to identify areas for improvement and ensure your service offering aligns with customer expectations.
  • Empower Your Customer Service Team: Invest in training and empower your customer service representatives to resolve issues efficiently and empathetically. A positive customer service interaction can significantly improve overall perception.
  • Deliver on Your Promises: Don’t overpromise and underdeliver. If you claim to offer 24/7 customer support, ensure it’s readily available and effective. Consistency in meeting commitments builds trust and strengthens customer perception.

The Customer Journey

It’s crucial to consider the entire customer journey when shaping perceptions. A seamless and positive experience across all touchpoints, from pre-sales to post-purchase interactions, contributes to a favorable overall perception.


By prioritizing customer centricity, actively gathering feedback, empowering your team, and delivering on promises, organizations can bridge the gap between service claims and customer perception. Remember, a focus on exceeding customer expectations, rather than simply making claims, is the key to achieving true customer satisfaction and business growth.

Inspired Resource centre and Consultancy LTD offers comprehensive training and consulting services to help organizations elevate their customer experience strategies. Contact us today to learn more about how we can help you bridge the gap between perception and reality and create a customer-centric culture that drives loyalty and business success.


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