忠诚消费者更在意服务

Brand Keys Loyalty Engagement Index

啤酒无论品质都是啤酒。从烤肉派对上的冰柜里拎出一瓶百威啤酒．你对它的最坏预期也不过就是喝起来苦涩一点，不爽口些，最高期望或许是让你感受到十足的熟啤酒滋味吧。对麦当劳快餐来说．顾客的期望也是同样的：那里的食物不可能像四季酒店早午连餐（Brunch）那样的美味。对于啤酒、快餐和日用品这些每日必需品．你可以适当地期待它们够棒．但不能寄望过高。

Beer is pretty muoh beer. Ifa guy at a barbecue pulls aBudweiser out of the cooler, he expects that it＇s going to, at worst, taste bitter or watereddown. At best, it will probably just taste like regular o1＇ beer. The same can be said for a McDonald＇s meal： It＇s not going to taste like brunch at the Four Seasons. For beer, fast food and a host of everyday products, you can reasonably expect it＇ll be good enough-but you can＇t expect a lot.