There is the absurd statistic that most men believe that they are “above-average drivers”. What they’re really trying to say is that they are “above average”.A recent survey by Bain & Co reported that 80 per cent of companies believed that they delivered a “superior experience”. Usually – in fact, almost always – they are kidding themselves. In the same survey, only eight per cent of the companies’ clients agreed that they were receiving “superior experience’. I repeat, EIGHT PER CENT! In other words, 72 per cent of the companies think they deliver superior service but their clients don’t think the same. Are you one of the 72 per cent who have got it wrong? And how do you know that you are not one of the 72 per cent? This classic delivery myopia happens for several reasons:
- We are too self-obsessed and fail to see the business through the customers eyes.
- Most growth strategies end up short-changing/compromising existing customers.
- Good relationships are actually very hard to build.
- What the firm believes the client needs/wants and what the client actually needs/wants.
- What the firm believes it is selling and what the client is actually buying.
- What the firm believes it delivers and what the client actually receives.
- What the firm believes the clients thinks and says about the service and what the client actually thinks and says.
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