Most companies assume they’re consistently giving customers what they want. Usually, they’re kidding themselves. When we recently surveyed 362 firms, we found that 80% believed they delivered a “superior experience” to their customers. But when we then asked customers about their own perceptions, we heard a very different story.
Content: Article | Authors: Barney Hamilton, Frederick F. Reichheld, James Allen, Rob Markey | Source: Bain & Company | Subjects: Best Practices, Customer Related