Here's a sobering little bit of reality:
"A study by Bain & Company found that 80 percent of companies surveyed believed that they delivered a "superior experience" to their customers. But, when customers were asked to indicate their perceptions of the experiences they have in dealing with companies, they rated only 8 percent of companies as truly delivering a superior experience (James Allen, Frederick F. Reichheld and Barney Hamilton, The Three "Ds" of Customer Experience, Harvard Business School Working Knowledge, accessed Nov. 7, 2005). Do you sense just a little bit of disconnect?"
(Thanks to John Winsor
, who caught this on Seth Godin's blog, who himself had wisely nipped it from Jim Barnes.)
8% vs. 80%.
So... seriously. What group are you
in? Maybe it's time you really