Steve Krause

Theory and Practice of “Customer Focused”

1 min read

While reading Adaptive Path’s Subject to Change, I came across this telling graphic:

A vertical series of four pie charts illustrating Bain & Company's “delivery gap.” The first is a full circle representing the 362 organizations Bain & Company surveyed about their customers’ experiences. The second shows that 95% of those surveyed said they are “customer focused.” The third shows that 80% said they delivered a “superior experience.” The fourth, mostly empty, shows that only 8% of these organizations’ customers agreed.

The data’s original source is Bain & Company’s paper Closing the Delivery Gap, from 2005.

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