Here’s an interesting tidbit from Seth Godin.

The 80/8 Rule
Shane Wilson points us to Jim Barnes who quotes James Allen, Frederick F. Reichheld and Barney Hamilton, The Three “Ds” of Customer Experience, Harvard Business School Working Knowledge:Â

A study by Bain & Company found that 80 percent of companies surveyed believed that they delivered a “superior experience” to their customers. But, when customers were asked to indicate their perceptions of the experiences they have in dealing with companies, they rated only 8 percent of companies as truly delivering a superior experience
Seth’s Blog: The 80/8 Rule

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