New Study Shows Major Disconnect Between Companies And Customers – Bodine & Co.New Study Shows Major Disconnect Between Companies And Customers – Bodine & Co.
if you are old and “weathered” in this industry you probably came across the (very) old study from Bain & Co that said that 80 percent of companies said they knew their customers satisfaction, yet only 8 percent of customers agreed. its from 2005 or something.
been searching for a new one, and i found this one from Kerry Bodine (former CX analyst to the stars at Forrester and independent analyst / practitioners / advisor / consultant now)
while not as sensational, it is a more modern set of data and a better explanation and analysis of the data.
i’d recommend replacing those dated data points with this one, but you do you.