Study: Executives Are Delusional About Customer-Centricity
Toister Performance Solutions
APRIL 12, 2018
There's a famous statistic that 80 percent of executives believed their organization delivered a superior customer experience, but only 8 percent of customers agreed. This comes from this 2005 report from Bain, so it's a little out of date. A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. Executives still believe they are doing well, with 75 percent saying their organization is customer-centric.