EPISODE 51: Gap 5 - Customer Experience EPISODE 52: GAP 5.1 (Reliability) and the 3 Expectations EPISODE 70: GAP 5.2 Recovery Starts With Policy EPISODE 71: GAP 5.2 Recovery Must Happen Immediately EPISODE 72: GAP 5.3 Fixing It for the Customer is Decision Making EPISODE 90: GAP 5.3 Access to Customer Knowledge EPISODE 91: GAP 5.4 Empathy (Sincerity – Value Their Business) EPISODE 92: GAP 5.3 Assurance (Competent and Empowered Personnel)