Executives Talking to Executives About What Customers Want is Ridiculous

Posted on 14. Nov, 2006 by in Business, Customer Service, Leadership, Planning, Remarkability

In a recent Bain & Company study done on 362 companies, when asked if they (the companies) believed they delivered exceptional customer service, 80% of them responded, "Yes."  When Bain & Company asked customers about those same companies, only 8% of all customers believed they received exceptional service from them–a rather huge disconnect (80 vs. […]

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