Over the last several years, I have been reading a lot about how our cognitive processes are biased. Our intuition is right most of the time, but not all the time. And we can easily fall into the trap of seeing what we want to believe. Consider this
With the heightened customer expectations of today, investments in customer service (both assisted and self-service) must be made to keep up with demands. Backing this notion is a recent study by Bain & Company that reveals 80% of companies believe they are delivering a superior experience to their customers, while only 8% of customers agree.
From Business 2 Community. It is a startling disconnect. Time to re-thinl`You bet! What you see around you is not necessarily what it really happening.