If you look at the mission statements and ‘About Us’ pages for most companies, they’re almost certainly going to include something about ‘great customer service’, ‘exceeding expectations’ or ‘delivering excellence’.
This probably isn’t a surprise to you. After all, more companies than ever before are claiming to be customer focused.
But there is a mismatch between companies and customers. While 80% of companies reported that they believe they deliver a “superior experience” to their customers, only 8% of customers agree.
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