Target Canada: The Customer Promise Gap
from Project Management is Boring
This episode focuses on the gap between what Target Canada delivered and what Canadian customers expected. Many customers expected the familiar U.S. Target experience: attractive products, good prices, reliable inventory, and a strong shopping experience. When the Canadian stores did not consistently deliver that promise, disappointment set in quickly. The PM lesson is that the real acceptance criteria often live with the customer, not in the project plan. Key PM Questions: What promise does the customer believe we are making? Are internal success measures aligned with external expectations? How do PMs test the experience, not just the deliverable?
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