Impeccable Awareness

Impeccable Customer Service Tip #182

362 companies were surveyed and 80% of them said they deliver a “superior” customer experience … only 8% of their customers, when surveyed, concurred. (Source: Fred Reichheld, Bain & Co.)


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  1. Isn’t it amazing how out of touch companies can be about their customer service? Always find it interesting when clients reject the idea of mystery shopping. This is one of the best ways to assess the implementation of brand standards and customer satisfaction. Guess they’re afraid what they might learn!

    Thanks for this pearl of wisdom. Plan on sharing this with clients.

  2. Amazing indeed, Kathleen.

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