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
Authors: Barney Hamilton, Frederick F. Reichheld, James Allen, Rob Markey
Source: “Bain & Company”
Subjects: Best Practices, Customer Related
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