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Great news on the customer experience front!
Author: Bill Cusick
November 8, 2005
I should probably qualify that headline. What I meant was there’s some good news, but it’s followed by more sobering information.
A recent study by Bain & Company asked over 300 companies about their focus on customer service and experience, and - unbelievably - 80% of those responding felt that they provided "superior experience" to their customers. I say unbelievably because, when they asked actual customers the same question, only 8% agreed. Here’s an interesting look at how companies are taking customers for granted.
This points to the navel-examining a lot of companies partake of when they really should be asking their customers how they are doing.
The good news? There’s plenty of opportunity for companies like us to help them figure it out.
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