The Expectation Gap
Listen as co-author of the book, The Employee Experience: How to Attract Talent, Retain Top Performers, and Drive Results, Tracy Maylett, Ed.D. discusses the premise of chapter 2, “The Expectation Gap.”
In this brief podcast episode, co-author Tracy Maylett talks about “The Expectation Gap” as the space between sender and receiver where interference can distort the message. Similar to a radio transmitter sending a signal to thousands of receivers. The clearer signal, the better the experience. Maylett explains that Expectation Gaps are always present. The degree to which these gaps are affected by distortion and interference defines the success of the relationship. He discusses how employee engagement disintegrates when expectations are not clear.