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Brief

Closing the delivery gap

Closing the delivery gap

Think you're giving customers what they want? You might just be kidding yourself.

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Brief

Closing the delivery gap
en

Most companies assume they're consistently giving customers what they want. Usually, they're kidding themselves. When we recently surveyed 362 firms, we found that 80% believed they delivered a "superior experience" to their customers. But when we then asked customers about their own perceptions, we heard a very different story.

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