Customer Expectations and an organization's strategic plan

1-Discuss what it means to exceed customer expectations. Provide examples of how to do so.

2-What are some examples of historical events that illustrate the effects of poor quality on an organization's strategic plan? Or, vice versa, what are some examples of historical events that illustrate the effects of good quality on an organization's strategic plan.

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...'s competitive market, customers have many choices, business must make it their priority to meet and exceed customer expectation in order to remain their first choice. Customer experience is about more than service - although service is critical. Businesses also must ensure that their policies, processes and the skills of their employees across the company to really make the difference in improving the customer's end-to-end experience.

Answer 2
Two excellent examples of the poor quality affecting an organization's strategic plan come from the auto industry.
The first example comes from the Eastern European car manufacturer Zastava. In 1978, Zastava produced a car which design was based on ...