In fact, more than 95% of management teams we've surveyed claim to be customer focused. We've found that the delivery gap exists for two fundamental reasons.
The fourth gap in the model is the communication gap, reflecting the difference between the level of service promised and what is received. Consumer ...
It's a tough world out there for brands. Consumers can be really mean to brands, sometimes even abandoning them outright! Not that anyone is ...
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It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm's ...
To close the gap between the consumer's expectations for service and management's perception of service delivery will require comprehensive market research.
Ever find yourself wondering why it still seems so hard to deliver what your customers want, when they want it, and in a way that sustains loyalty ...
Gap 4 is the gap between the delivery of the customer experience and what is communicated to customers - All too often organizations ...
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Then keep expectations and delivery aligned? Try Fleming's Evergreen Experience Audit. In six steps, you can look at your customer experience ...
There is a delivery promise gap between what customers expect and what retailers can provide. How can retailers bridge the gap? What's standing in the way?
What usually happen is that companies claim that they provide superior customer services, whereas only few customers agree. This delivery gap ...