Marketing Myopia.
A Bain & Company survey revealed that executives of 80% of the 362 firms involved believed they delivered a 'superior experience' to their customers. Sadly the customers assigned such a rating to only 8%.
There's a world of difference between declaring the customer to be king and actually giving them regal treatment.
posted by john dodds @ 6:15 AM
2 Comments:
I've noticed a tendency for executives to pat each other on the back and talk about how good they are doing regardless of the circumstances. The result is ridiculous statistics like those reported in this post. On my blog I recently wrote about what I think is the antidote to this tendency in a post called "healthy paranoia."
Well, These CEO are not stupid, they have to and will be response upon in this way no matter how many years to go. Who said it need to be consistant with the one question survey in order to profit. Companies tried in every opportunity cost being "consistently delight customers have organisations and cultures focused on building customer advocacy at every turn".
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