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Archive for April 5th, 2007

The Delusion Bug


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%.

Crazy.

So… seriously. What group are you in? Maybe it’s time you really found out.

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