The article critiques the complacency of executives regarding customer satisfaction metrics, suggesting that most leaders wrongly assume positive indicators reflect true customer experience. It highlights a significant disconnect, or 'reality gap,' between how businesses perceive their customer service effectiveness and how customers actually experience it. By failing to examine the depth of customer feedback and behavior, businesses risk stagnation and potential decline, even if initial metrics like high NPS scores suggest otherwise. Only a minority of leaders actively seek to understand and address these discrepancies.
If you are reading this and you believe you are in that 5%, I'd ask you to think hard about the last time you challenged every aspect of the customer experience you provide.
If you have this 'reality gap' in your customer experience, you have even bigger gaps in your other metrics.
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