You walk in to a store or sign up for a service or buy a product online. You get what you are looking for at a price that is reasonable and is delivered in time. In addition, you are treated to some awe inspiring customer service on a consistent basis. It might seem like a ‘expect the unexpected’ moment.
You picked a service from the current market leader or bought a product from a reputed online store. Needless to mention, you are expecting a world class service as advertised. Unfortunately (and more often than not), your every interaction has only damaged your relationship. I usually call this ‘unexpect the expected’ moment.
No prizes for guessing who is going to walk away with all the beans.