White Paper

Please enjoy this complementary White Paper titled "Manage Issues - Not Just Contacts", written by Senior Consultant Dick Bucci of The Pelorus Group.

A recent survey by the prestigious consulting firm, Bain & Company revealed the chasm between management’s view of their customer service quality and the views of actual customers. Bain surveyed managers of 362 firms. Bain found that 80 percent believed they delivered a "superior experience" to their customers. But when the researchers asked actual customers about their own perceptions, only 8 percent rated the same companies as truly delivering a superior experience.

Please insure your email address is correct, the White Paper will be emailed shortly.