Yostivanich

Price isn’t always the first impres­sion that one gets from an expe­ri­ence, but it is a key com­po­nent on how expec­ta­tions can be set for a per­son. A cou­ple of weeks ago I flew Mid­west Air­lines and I didn’t know any­thing about them. They had the cheap­est price flight so I went with them. Upon arriv­ing at the ter­mi­nal I saw they had dif­fer­ent seats than South­west which was right across the aisle. Their seats sucked and were uncom­fort­able. I always fig­ured that all air­lines had the same seats, but South­west had lounge chairs that looked like you could sit down in them all day. Mid­west had seats built for a three-year old.

via Drawar – Design The Expe­ri­ence: Expec­ta­tions. If you set up your site for a bad expec­ta­tion, the cus­tomer gets a bad experience.