Customers Are Outraged And Managers Are Delusional.

Research shows that today’s customers, even in New Zealand, are not disappointed or dissatisfied. They are outraged.

Managers on the other hand, are delusional. They think they are doing a great job of looking after their customers but their customers do not agree. In one American study, 80% of managers said they were doing a great job of looking after their customers. Only 8% of their customers agreed!

This provides a wonderful opportunity for businesses which want to gain a competitive advantage. If these businesses were to provide a great experience for their customers when their competitors were providing an aggravating one, their customers would not see them as being better but as being different.