Closing the delivery gap
- September 27, 2005
Bain Brief
By James Allen, Frederick F. Reichheld, Barney Hamilton and Rob Markey
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.
Download PDF
