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Brief

Closing the delivery gap

Closing the delivery gap

Think you're giving customers what they want? You might just be kidding yourself.

  • min read

Brief

Closing the delivery gap
en

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.

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