Rob Markey is a partner based in New York and leader of Bain's Customer Strategy Practice. Page 3. 1. Closing the delivery gap. How to achieve true.
Close the Gap(1). Do today's companies truly deliver a quality customer experience (CX)? Or do they just think they do? Research from Bain ...
Usually, they're kidding themselves. When we recently surveyed 362 firms, we found that 80% believed they delivered a "superior experience" to ...
Back in 2005, Bain and Company released a report entitled: Closing the Delivery Gap: How to Achieve True Customer-Led Growth. It was a fine ...
In that survey, Bain & Company found that “80% [of companies] believe they deliver a “superior experience” to customers. But when we asked ...
... this thing called the customer experience perception gap; it was uncovered by Bain back in 2005, and they referred to it as a “delivery gap.
In a 2005 study titled “Closing the delivery gap”, Bain & Company found that 80% of companies believe they are delivering a superior service.
80% OF CEO'S BELIEVE THEY DELIVER SUPERIOR CUSTOMER EXPERIENCE…
There is a customer experience (CX) phenomenon known as “Bain's Delivery Gap,” which the founders of the Net Promoter Score — Bain ...
Customer Success · Customer Retention. Customer experience gap bain and company report. Customer-experience-delivery-gap-chart. By Andrzej Pacholik.